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Read and change how OpenCX works with Zendesk: when tickets are created, who new tickets are assigned to, how web and email sessions sync, whether the AI sees internal notes, the handoff note, and To/Cc recipient editing. Connecting Zendesk and changing credentials happen in Settings → Ticketing; the API token is never returned.

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Key Concepts

  • Not connected — reads answer 200 with connected: false; updates answer 404
  • Partial updates — omitted fields keep their value
  • Credentials and subdomain — read-only here; never returned
  • Recipient editing — turning email_recipient_sync_enabled on verifies the Zendesk connection first and answers 400 if it cannot

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Available Endpoints

Get settings

Read the Zendesk ticket creation, assignment, handoff, internal-note, and recipient settings.

Update settings

Change Zendesk ticket creation, assignment, handoff, internal-note, or recipient settings. Omitted fields keep their value.

List groups

List the Zendesk groups synced from the connected account, to pick the default group for new tickets.