> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/integrations/it-service-management/zendesk.md).
# Zendesk
Zendesk is a customer service and support ticketing platform that helps organizations manage customer interactions across multiple channels. Connecting Zendesk to Harmony enables bidirectional ticket synchronization, AI-powered resolution, and seamless migration from traditional support workflows to autonomous IT operations.
### What the Zendesk integration enables
| Capability | Description |
| ---------------------- | -------------------------------------------------------------- |
| Ticket Synchronization | Sync tickets bidirectionally between Zendesk and Harmony |
| AI-Powered Resolution | Leverage Harmony's AI to automatically resolve Zendesk tickets |
| SLA Monitoring | Track and maintain SLA compliance across both platforms |
### Prerequisites
Before configuring the Zendesk integration, ensure you have:
* **Zendesk Administrator Access**: Ability to manage integrations
* **Harmony Account**: Active Harmony workspace with integration permissions
### Connect Zendesk to Harmony
You can now connect Harmony to your Zendesk account, bringing your customer support workflows together in one place. Once connected, Harmony works alongside your existing Zendesk setup to streamline how your team handles support requests.
#### Step 1: Navigate to Integrations
1. Log in to your Harmony dashboard
2. Go to **Settings** > **Integrations**
3. Find **Zendesk** under **IT Service Management** and click **Connect**
#### Step 2: Start Authentication
1. Click **Connect** to start the authentication process
#### Step 3: Authorize in Zendesk
1. You will be redirected to Zendesk
2. Sign in with your Zendesk administrator account
3. Review the requested permissions
4. Click **Allow** to authorize Harmony to access your Zendesk instance
### Troubleshooting
Tickets Not Syncing
**Issue**: Tickets created in Zendesk don't appear in Harmony
**Solutions**:
* Verify API token is valid and hasn't expired
* Check webhook configuration for real-time sync
* Review sync filters and ensure tickets meet criteria
* Confirm network connectivity between systems
Duplicate Tickets
**Issue**: Same ticket appears multiple times in either system
**Solutions**:
* Check custom field mapping for unique identifiers
* Verify webhook triggers aren't duplicated
* Review sync direction settings
* Disable and re-enable integration if necessary
Status Mapping Errors
**Issue**: Ticket statuses don't match between systems
**Solutions**:
* Review status mapping configuration
* Ensure all Zendesk statuses are mapped to Harmony equivalents
* Check for custom statuses that need manual mapping
* Test with a sample ticket to verify behavior
API Rate Limiting
**Issue**: Integration slows down or fails intermittently
**Solutions**:
* Zendesk has API rate limits (200 requests per minute for Professional plan)
* Implement batch processing for bulk operations
* Contact Zendesk to increase rate limits if needed
* Use webhook-based sync to reduce API calls
### Best Practices
Ticket Management
* **Status Consistency**: Maintain consistent status definitions across both platforms
* **Priority Alignment**: Ensure priority levels mean the same thing in both systems
* **SLA Preservation**: Configure SLAs in Harmony to match or exceed Zendesk SLAs
* **Tag Standardization**: Use consistent tagging across both platforms
Performance Optimization
* **Selective Sync**: Only sync tickets that require dual visibility
* **Webhook Usage**: Use webhooks for real-time updates instead of polling
* **Batch Processing**: Process bulk operations during off-hours
* **Archive Strategy**: Archive old tickets to reduce sync overhead
User Experience
* **Clear Communication**: Inform users about which platform to use for different request types
* **Consistent Branding**: Maintain consistent language and branding across both platforms
* **Training**: Provide training on when to use Zendesk vs. Harmony
* **Feedback Loop**: Collect user feedback on the hybrid experience
Migration Strategy
* **Phased Approach**: Migrate ticket types gradually rather than all at once
* **Pilot Program**: Start with a small team or department
* **Success Metrics**: Define clear KPIs for migration success
* **Rollback Plan**: Maintain ability to revert if issues arise
### Data & Privacy
Data Handling
* All ticket data is encrypted in transit (TLS 1.2+) and at rest (AES-256)
* Harmony stores minimal ticket metadata; full ticket content remains in Zendesk
* Personal information is processed according to GDPR and privacy regulations
* Data retention policies can be configured to match your compliance requirements
Compliance
* **GDPR**: Full data subject rights support including access, deletion, and portability
* **SOC 2 Type II**: Both Zendesk and Harmony maintain SOC 2 certification
* **HIPAA**: Available for healthcare organizations (requires Business Associate Agreement)
* **PCI DSS**: Payment data is never stored; compliant with credit card handling requirements
Access Control
* Harmony respects Zendesk's role-based access control
* API tokens can be scoped to specific permissions
* Audit logs track all integration activities
* Integration can be disabled instantly if security concerns arise
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