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TeamLoop

Zendesk Integration

Connect Zendesk to search tickets, track support lifecycle, and capture customer interaction history across your help desk.

What You Can Query

Section titled “What You Can Query”
Content TypeDescription
TicketsSupport requests with status, priority, tags
CommentsPublic and internal ticket replies
AuditsStatus, assignee, priority change history
RequestersCustomer context on tickets
GroupsTeam assignment history

Connecting Zendesk

Section titled “Connecting Zendesk”

Zendesk uses a composite credential: your agent email, an API token, and your subdomain.

  1. Log into TeamLoop at app.teamloop.io
  2. Navigate to Settings > Integrations
  3. Click Connect next to Zendesk
  4. Enter your credentials as JSON: 
    {
      "email": "[email protected]",
      "api_token": "your-zendesk-api-token",
      "subdomain": "yourcompany"
    }
  5. TeamLoop validates the credentials and saves them encrypted

Creating a Zendesk API Token

Section titled “Creating a Zendesk API Token”
  1. Log into your Zendesk Admin Center
  2. Go to Apps and Integrations > Zendesk API
  3. Click Add API token
  4. Give it a description (e.g., “TeamLoop”)
  5. Copy the token

Your subdomain is the part before .zendesk.com in your Zendesk URL (e.g., yourcompany for yourcompany.zendesk.com). We never write to your Zendesk instance.

Example Queries

Section titled “Example Queries”

Search Tickets

Section titled “Search Tickets”
teamloop_query:
  query: "billing issue"
  sources: "zendesk"

Find Escalated Tickets

Section titled “Find Escalated Tickets”
teamloop_query:
  query: "escalated urgent customer"
  sources: "zendesk"

Track Support Patterns

Section titled “Track Support Patterns”
teamloop_query:
  query: "login authentication errors"
  sources: "zendesk"

Automatic Change Tracking

Section titled “Automatic Change Tracking”

TeamLoop automatically tracks changes from Zendesk via the ticket audits API.

Ticket Timeline

Section titled “Ticket Timeline”

When you query a ticket, TeamLoop fetches its full audit history:

  • Status changes (new, open, pending, solved, closed)
  • Assignee changes
  • Priority changes (low, normal, high, urgent)
  • Group reassignments
  • Subject edits
  • Ticket type changes

This audit trail makes Zendesk especially powerful for understanding support workflows over time.

Entity Extraction

Section titled “Entity Extraction”

Zendesk content maps to TeamLoop entity types:

Zendesk ContentTeamLoop Entity
TicketDOCUMENT
CommentDOCUMENT
RequesterPERSON
AssigneePERSON
Status changeCHANGE
Priority changeCHANGE

Temporal Queries with Zendesk

Section titled “Temporal Queries with Zendesk”

Point-in-Time

Section titled “Point-in-Time”

See the state of support tickets on a specific date:

teamloop_query:
  query: "billing support"
  sources: "zendesk"
  mode: "as_of"
  as_of: "2024-06-01"

Evolution

Section titled “Evolution”

Track how a support issue evolved over time:

teamloop_evolution:
  query: "API rate limiting complaints"
  from_date: "2024-01-01"
  to_date: "2024-06-30"

Troubleshooting

Section titled “Troubleshooting”

No Results

Section titled “No Results”
  • Verify the Zendesk integration is connected
  • Check that your agent account has access to the tickets
  • Try broader search terms
  • Zendesk search supports ticket fields: use terms matching subjects and descriptions

Authentication Errors

Section titled “Authentication Errors”
  • Verify your email is the one associated with the Zendesk agent account
  • Ensure the API token is active in Zendesk Admin Center
  • Confirm your subdomain is correct (just the subdomain, not the full URL)

Security

Section titled “Security”
  • Credentials are encrypted at rest using pgcrypto
  • API tokens can be revoked from Zendesk Admin Center
  • TeamLoop only reads, never writes
  • You can disconnect at any time from TeamLoop settings
  • Connected credentials show a hint so you can identify which token is in use

Next Steps

Section titled “Next Steps”