> ## Documentation Index
> Fetch the complete documentation index at: https://docs.appreply.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

> Connect Zendesk to create tickets from app reviews

Connect your Zendesk account to AppReply so that reviews matching your escalation rules automatically become Zendesk support tickets. The connection uses OAuth 2.0 through Nango.

## Prerequisites

* A Zendesk account with admin access
* Your Zendesk subdomain (the part before `.zendesk.com` in your URL)
* Permission to create an OAuth application in Zendesk Admin

## Create an OAuth app in Zendesk

Before connecting in AppReply, you need to register an OAuth application in your Zendesk account.

<Steps>
  <Step title="Open Zendesk Admin Center">
    Log in to your Zendesk account and navigate to **Admin Center** > **Apps and integrations** > **APIs** > **Zendesk API**.
  </Step>

  <Step title="Create an OAuth client">
    Go to the **OAuth Clients** tab and click **Add OAuth Client**. Give it a name like "AppReply" and an optional description.
  </Step>

  <Step title="Set the redirect URL">
    In the **Redirect URLs** field, enter:

    ```
    https://api.nango.dev/oauth/callback
    ```

    This is the callback URL that Nango uses to complete the OAuth flow.
  </Step>

  <Step title="Copy your credentials">
    After saving, copy the **Client ID** and **Client Secret**. You will need both in the next section.
  </Step>
</Steps>

## Connect Zendesk in AppReply

<Steps>
  <Step title="Open integration settings">
    In AppReply, go to **Settings** > **Integrations** and find the Zendesk section. Click **Connect Zendesk**.
  </Step>

  <Step title="Enter your details">
    Provide your Zendesk subdomain (for example, `your-company` if your URL is `your-company.zendesk.com`) along with the Client ID and Client Secret from the previous section.
  </Step>

  <Step title="Complete the OAuth flow">
    A popup window opens where you sign in to Zendesk and authorize AppReply. Once you approve, the window closes and AppReply confirms the connection.
  </Step>

  <Step title="Verify the connection">
    AppReply automatically verifies that it can communicate with your Zendesk account. You will see a green status indicator when the connection is active.
  </Step>
</Steps>

## Webhook sync

After connecting, AppReply sets up a webhook in your Zendesk account to receive ticket status updates. This keeps ticket statuses in sync between Zendesk and AppReply. If the initial webhook setup fails, AppReply retries automatically on the next sync cycle.

## What happens when a ticket is created

When a review matches your escalation rules, AppReply creates a Zendesk ticket with:

* The review text as the ticket description
* The app name and platform in the subject line
* The star rating and reviewer info as ticket tags
* A link back to the review in AppReply

Ticket status updates in Zendesk (open, pending, solved, closed) are reflected in AppReply through the webhook sync.

## Troubleshooting

<AccordionGroup>
  <Accordion title="OAuth flow fails or times out" icon="circle-exclamation">
    Make sure the redirect URL in your Zendesk OAuth client matches exactly: `https://api.nango.dev/oauth/callback`. Also verify that your subdomain, Client ID, and Client Secret are entered correctly.
  </Accordion>

  <Accordion title="Tickets are not being created" icon="circle-exclamation">
    Check that your escalation rules are active and that the review conditions match. Also verify the Zendesk connection shows a green status in Settings.
  </Accordion>

  <Accordion title="Webhook sync not working" icon="circle-exclamation">
    If ticket statuses are not updating, go to Settings > Integrations and click **Reconnect** to re-establish the webhook. AppReply will retry the webhook setup automatically.
  </Accordion>
</AccordionGroup>

<Card title="Set up escalation rules" icon="arrow-up-right-from-square" href="/auto-replies/escalation">
  Configure which reviews get escalated to Zendesk
</Card>