Keep your chats and your Zendesk tickets in step
Conversations you convert become Zendesk tickets, and they keep updating as messages are sent and received. Your team can carry on working in Zendesk without copying anything across by hand.
This is for you if Zendesk is already where your support history lives, and you want the messages arriving in Vera.Support to land there too. Setup takes three fields and an API token from your own Zendesk account.
Step by step
Activate the Zendesk app
Go to Settings > Apps and activate the Zendesk app. The Zendesk settings appear once it is active.
Create an API token in Zendesk
In Zendesk, open Admin > Channels > API > Settings and choose Add API token. Copy the token before you close the window.
Enter your Zendesk details
Fill in Domain with the first part of your Zendesk URL, Email with your Zendesk account email, and API key with the token you created. Save the settings.
Settings reference
| Setting | What it does |
|---|---|
| Domain | The first part of your Zendesk URL, so https://example.zendesk.com means you enter example. |
| API key | The API token created in your Zendesk account, which allows tickets to be created and updated. |
| The email address of your Zendesk account, used together with the API key. |
Good to know
Domain is not the whole address
Enter only the first part of the URL. For https://example.zendesk.com the value is example, without https or zendesk.com.
Tickets keep updating
A converted ticket stays in sync as messages are sent and received, so the ticket is not a one-off snapshot of the conversation.
People are matched, not duplicated
Customers are matched to an existing Zendesk user by email or phone number. When there is a match, the ticket links to that person rather than creating a second record.
No match means a new Zendesk user
If nobody matches by email or phone, a new Zendesk user is created for the ticket.
The token belongs to your account
The API token comes from your own Zendesk account, so whoever sets this up needs Zendesk admin access.
Common questions
What do I put in the Domain field?
Where do I get the API key?
What happens if the customer is not in Zendesk yet?
Does the ticket stop updating once it is created?
How are customers matched to Zendesk users?
Does this integration cost more?
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