Prerequisite: Third-party connectors are available only on the Sana Enterprise tier, with one exception: the Workday connector is included for both Sana Core and Sana Enterprise.
Introduction
Connect Zendesk to Sana to search, create and manage support tickets and browse help center articles. Triage issues without leaving Sana.
In summary, the connector has the following key characteristics:
Category: Support
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed
Capabilities
This connector is able to do the following:
Capability |
Search tickets |
Create tickets |
Update tickets |
Delete tickets |
Manage ticket tags |
Browse help center articles |
Search community posts |
View macros |
Look up users |
View side conversations |
Read dynamic content |
Tools
While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Zendesk. In practice, the agent may call one or more tools to achieve a single capability.
Tool |
Add ticket tags |
Create ticket |
Delete ticket |
Get article |
Get dynamic content item |
Get dynamic content items by name |
List dynamic content items |
Get side conversation |
Get macro |
Get ticket info |
Get user info |
List active macros |
List side conversations |
List articles |
List fields options |
List locales |
List macro category options |
List macros |
List ticket comments |
List tickets |
Remove ticket tags |
Search articles |
Search community posts |
Search help center |
Search macros |
Search tickets |
Set custom ticket fields |
Set ticket tags |
Update ticket |
Note: This article lists the connector's full set of tools. Your workspace owner can disable individual tools for your workspace, so some of those listed here may not be available to your agents. If a tool you expected is missing, reach out to your workspace owner.
Triggers
While tools are the actions an agent takes on your behalf, triggers are the events that can start an agent automatically. When you build an agent, you can choose one of the triggers below as its starting point. For example, having the agent run every time something new happens in Zendesk.
Trigger |
Locale Updated |
New Side Conversation |
New Side Conversation Reply |
New Ticket (Instant) |
New Ticket Added to View (Instant) |
New Ticket Comment Added (Instant) |
Ticket Closed (Instant) |
Ticket Pending (Instant) |
Ticket Solved (Instant) |
Ticket Updated (Instant) |
Scope and permissions
This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions:
Scope | Purpose |
triggers:write | Create and update Zendesk triggers |
webhooks:write | Create and manage Zendesk webhooks |
read | Read Zendesk data |
tickets:write | Create and update support tickets |
tickets:read | Read existing support tickets |
users:write | Create and update Zendesk users |
organizations:read | Read organization records |
organizations:write | Create and update organization records |
Set up instructions
Prerequisites:
You are a Sana Enterprise user – all third-party connectors except the Workday connector are available only for users on the Sana Enterprise tier.
Your Sana workspace owner has enabled this connector – if the workspace owner has disabled the connector it won't appear in the list of available connectors.
Step 1: Go to the connectors page in Sana
In Sana, click on your profile icon and name in the bottom left corner and select Connectors.
Step 2: Find Zendesk in the list of available connectors
Scroll to the Available connectors section and locate Zendesk.
Note: If you can't find a connector in this list, it means one of the following:
You've already connected it — check the ”Active connectors” section at the top of the connectors page, or
Your workspace owner has disabled this connector for your workspace — reach out to them for more information or to request that it be enabled.
Step 3: Hover the connector card and click the connect button
Hover the Zendesk card and click the Connect button.
Tip: If you click the card itself instead of the Connect button, you'll open a connector detail page with more information about its capabilities.
Step 4: Initialize the Pipedream connection
When clicking Connect in the previous step, a pop-up will appear powered by Pipedream. Click the Continue button in the pop-up to initialize the set up.
Note: Sana uses Pipedream to connect your account. Pipedream is a Workday product, trusted by millions of people to keep their data secure.
Step 5: Sign in to Zendesk and approve the requested scopes
You'll be redirected to Zendesk to go through their OAuth flow. Sign in and approve the scopes Sana needs to operate the connector.
Step 6: Complete the set up
You've successfully connected your Zendesk account. Click Continue to complete the setup and start using the connector.
Known limitations
Users: The connector can't fetch detailed user data in your Zendesk workspace, only user IDs.
Article search: The connector can only list help-center articles; it cannot run a filtered search.