Zendesk
Create a private Zendesk ticket from Inbox
Choose an Inbox conversation, confirm which customer data will be sent, and create a private ticket note in your authorized Zendesk account. Open the ticket or manually refresh its status from Inbox.
Before you connect
You need a PostReply Inbox workspace, an eligible plan with a free integration connection slot, and a Zendesk agent account authorized to create and read tickets. Zendesk must be enabled and configured for your workspace. An unavailable connection is shown as unavailable; contact support for access.
PostReply Inbox and Zendesk require separate accounts and subscriptions. Connecting Zendesk does not start a new paid subscription. Review the current Inbox plan and any Zendesk charges before purchasing.
Connect and create a ticket
- In Inbox, open Settings → Integrations → Zendesk. Enter only your Zendesk subdomain, continue to Zendesk, and review its permission screen. Authorize the intended account and check the returned connection details.
- Open the Inbox conversation you want to hand off. In the customer sidebar, choose Zendesk ticket → Review and create ticket. Check the customer’s name and email, the message count and the ticket subject.
- Read the export explanation and confirm that you have authority to send this customer’s data to Zendesk. Select Create private ticket once. Wait for the result; an uncertain result must be checked rather than retried as another new ticket.
- After the ticket is confirmed, use Open in Zendesk to work on it there. Select Refresh Zendesk ticket status to request its current state. The displayed last-checked time distinguishes a previously stored state from a fresh read.
What the export includes
The private note includes the customer’s name and email when available and up to the latest 100 customer and team text messages from the selected conversation. Internal Inbox notes, attachment files and their download URLs are excluded. Each message is limited to 4,000 characters. The snapshot may also be truncated because of message length and Zendesk size limits; truncation is indicated. Review the preview and subject before confirming.
This is a one-time conversation snapshot. Later Inbox messages, Zendesk replies and ticket updates are not synchronized automatically.
The connected Zendesk agent is the ticket requester. The customer’s name and email appear in the private note, rather than creating a Zendesk customer account.
Disconnecting and uncertain results
Open Settings → Integrations → Zendesk → Disconnect Zendesk and confirm. Inbox stops further API requests through that connection. Previously exported tickets remain in Zendesk; disconnecting is not a data deletion request. Manage those records in Zendesk and contact support for Inbox deletion requests.
If ticket creation reports an uncertain result, refresh ticket status to reconcile it, or inspect Zendesk and contact support. Do not create a duplicate ticket to test the first request. If a confirmed failure offers a retry, it reuses the first saved subject and snapshot, excluding later messages.