Overview#
The Shorter Loop and Zendesk integration allows you to automatically bring customer support tickets, organizations, and contacts into Shorter Loop's Feedback Manager. This ensures your product team has direct visibility into customer issues, feature requests, and feedback without leaving Shorter Loop.
What You Can Do#
Import Tickets: Automatically convert Zendesk tickets into Issues in Shorter Loop's Feedback Manager.
Sync Organizations: Import Zendesk Organizations as Accounts in Shorter Loop.
Import Contacts: Bring in Zendesk Users as Members in Shorter Loop and automatically invite them to collaborate.
Real-time Updates: Keep data synchronized via automatically configured webhooks.
One-Way Sync: Data flows from Zendesk to Shorter Loop, preserving Zendesk as the source of truth for support operations.
Getting Started#
Prerequisites#
To set up this integration, you will need:✅ Access to your Zendesk account (Admin permissions recommended).
✅ Subdomain: Your Zendesk subdomain (e.g., if your URL is https://acme.zendesk.com, your subdomain is acme).
✅ Email: The email address of the Zendesk user (preferably an admin).
✅ Access Token: An API token generated in Zendesk.
[!TIP]
How to generate an API Token in Zendesk:1.
Go to Admin Center → Apps and integrations → APIs → Zendesk API.
4.
Give it a description (e.g., "Shorter Loop Integration").
5.
Copy the token immediately (you won't be able to see it again).
Setting Up the Integration#
Step 1: Connect to Zendesk#
1.
In Shorter Loop, navigate to Product Settings → Integrations.
3.
Enter your connection details:Subdomain: Your Zendesk subdomain.
Email: Your Zendesk email address.
Access Token: The API token you generated.
Step 2: Automatic Import#
Once connected, Shorter Loop will automatically start importing:This process may take some time depending on the volume of data in your Zendesk account
How Synchronization Works#
🎫 Ticket Sync (Issues)#
Zendesk Tickets are imported as Issues in Shorter Loop's Feedback Manager.Description → Description
🏢 Organization Sync (Accounts)#
Zendesk Organizations are imported as Accounts in Shorter Loop.This helps you group feedback by customer.
Imports details like Name, Domain, and Industry.
Automatic Invitation: Imported users are automatically invited to join Shorter Loop via email, allowing them to engage directly with your product team if desired.
Limit Check: The number of imported users is checked against your Shorter Loop plan limits.
Real-Time Updates (Webhooks)#
When you connect, Shorter Loop automatically sets up Webhooks in Zendesk. You do not need to configure this manually.Tickets: Created, Comment added, Status changed, Priority changed, Subject changed.
Users/Orgs: Created, Name changed, Details changed.
Managing the Integration#
Disconnecting#
1.
Go to Product Settings → Integrations → Zendesk.
Disconnecting will automatically delete the webhooks from Zendesk to stop data flow. Existing data in Shorter Loop will remain.
Troubleshooting#
"Authorization Failed"#
Double-check your Subdomain, Email, and Access Token.
Ensure Token Access is enabled in Zendesk API settings.
Verify that the user account associated with the email/token has permission to access the API.
Data Not Appearing#
Wait: Initial import can take time.
Check Limits: If you have reached your plan's user limit, some contacts may not be imported.
Webhooks Not Working#
If you accidentally deleted the webhook in Zendesk, try disconnecting and reconnecting in Shorter Loop to recreate it.
