Connect Zendesk to Freesbe

Connect Zendesk and your support team works tickets where they already talk: new tickets and changes post into channels, ticket links show as cards, and Create Zendesk ticket turns any message into a ticket. You need to be a Freesbe owner or admin, and a Zendesk admin for ticket alerts.

1. Connect your Zendesk account

1. Open Workspace settings → Integrations & apps → Integrations → Support.
2. Type your Zendesk address, for example northwind.zendesk.com.
3. Click Sign in with Zendesk, sign in as a Zendesk admin and approve Freesbe.

You’re back in Freesbe with Zendesk connected. Freesbe adds its own webhook to Zendesk, so there’s nothing to set up there.

Prefer an API token? Click Use an API token instead. In Zendesk’s Admin Center, open Apps and integrations → Zendesk API, turn on Token access, click Add API token and copy it. Then type your Zendesk address, the email of the admin the token belongs to, paste the token and click Connect Zendesk.

2. Send tickets to channels

1. Click Add alert.
2. Pick Post to channel, for example #support.
3. Under Tickets from, keep All groups or pick one Zendesk group.
4. Tick the Alerts to post: New tickets, Status changes, Public replies, Priority changes, Assignee changes.
5. Click Add alert to save it, then choose ⋯ → Send a test alert to see a sample ticket in the channel.

Add one alert per group to split them: Billing to #billing, Shipping to #shipping.

3. Tell your team what they can do

• Assign to me and Solve on a ticket card work the ticket from Freesbe. Each agent’s Freesbe email must match their Zendesk agent email.
• Paste a ticket link, like https://northwind.zendesk.com/agent/tickets/1038, to show a card with its subject, status, priority, requester and assignee.
• ⋯ → Create Zendesk ticket on any message makes a ticket, tagged freesbe, and replies in the thread with its link.

If something’s wrong

• Ticket cards work but no alerts post. Zendesk was connected by an agent, not an admin. A Zendesk admin needs to connect again from the connection’s ⋯ menu.
• The connection shows Connect again. Zendesk stopped accepting Freesbe’s sign-in, for example because the token was deleted or the person who connected left. Connect again from ⋯.
• Assign to me fails. Your Freesbe email isn’t an agent in Zendesk. Ask your Zendesk admin to add it, or change it in your Freesbe profile.
• Solve fails. The ticket needs an assignee first. Click Assign to me, then Solve.
• A link doesn’t turn into a card. Only links to the connected Zendesk account do, up to three per message.

Disconnect

Open the connection’s ⋯ menu → Disconnect. Freesbe removes its webhook from Zendesk, alerts stop and Create Zendesk ticket leaves the message menu.

See Zendesk for more.