Zendesk

Sonora connects to Zendesk to sync your support tickets and customer interactions, providing insights from your support operations.

Prerequisites

• Zendesk admin access
• API token generation enabled

Setup Steps

1. Generate API Token

1. Log in to Zendesk as an admin
2. Go to Admin Center → Apps and integrations → APIs → Zendesk API
3. Click the Settings tab
4. Enable Token Access
5. Click Add API token
6. Enter a description (e.g., “Sonora Integration”)
7. Click Create
8. Copy the token (you won’t be able to see it again)

2. Connect in Sonora

1. Go to Settings → Integrations in Sonora
2. Click Add Integration → Zendesk
3. Enter your credentials:
   • Subdomain (e.g., yourcompany from yourcompany.zendesk.com)
   • Email (admin email address)
   • API Token
4. Click Connect

Data Synced

Sonora syncs the following from Zendesk:

• Tickets
• Ticket comments
• Users (customers and agents)
• Organizations
• Tags

Permissions

The API token provides access to:

• Read tickets and comments
• Read user information
• Read organization data

Troubleshooting

Authentication Errors

• Verify the subdomain, email, and API token are correct
• Ensure API token access is enabled in Zendesk settings
• Check that the token hasn’t been revoked

Missing Tickets

• Verify the integration user has access to the tickets you expect to see
• Check if tickets are in a restricted view or group