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Connect Zendesk

Step-by-step guide to connecting Zendesk to Thalian for ITSM intelligence and alert delivery.

Prerequisites

  • Zendesk account with admin access
  • Zendesk subdomain — your Zendesk URL (e.g., yourcompany.zendesk.com)

Create an API Token in Zendesk

  1. Sign in to the Zendesk admin center
  2. Go to Apps and integrations → Zendesk API
  3. On the Settings tab, enable Token Access if not already enabled
  4. Click Add API token
  5. Give the token a description (e.g., Thalian Read-Only)
  6. Copy the token value — it is shown only once
  7. Click Save

The Zendesk API token inherits the permissions of the admin account used to authenticate. Thalian needs:

  • Read access to tickets, users, and organizations for sync
  • Write access to tickets only if alert rules are enabled (to auto-create tickets for findings)

An Admin account is recommended to ensure access to all ticket data and the user directory.

Connect in Thalian

  1. Go to Integrations → Browse
  2. Find Zendesk and click Connect
  3. Enter your Zendesk subdomain (e.g., yourcompany)
  4. Enter the email address associated with your Zendesk admin account
  5. Paste your API token
  6. Click Save — Thalian validates the credentials and begins the first sync

What Thalian Syncs

  • Tickets — support tickets with status, priority, assignee, and tags
  • Users — Zendesk user and agent directory
  • Organizations — organization records and memberships

Alert Rules

When alert rules are enabled, Thalian can automatically create tickets for new findings above your configured severity threshold.

For a full list of supported platforms, see Integrations Guide.