Tickets
Ticket status, subject, requester, and comments, when the Zendesk row includes them.
Zendesk + PaperThread
Connect Zendesk so PaperThread can answer support questions from tickets and the customer history on those tickets.
How it integrates with Zendesk.
Customer history
Requester context that comes back with the ticket, used when a support question needs it.
Comments and status
A comment or a status change can be written only where permitted, and only after approval.
Not a people record
Zendesk here is support data. PaperThread does not treat it as an HRIS employee record.
How PaperThread puts that
context to work.
Read context
Answer Zendesk support questions from tickets and the requester context that comes back.
Prepare actions
Prepare a follow-up when a ticket still needs a person.
Route work
Send the next support step to the person who owns it.
Update supported items
A comment or a status change can be written only where permitted, and only after approval. Anything else stays open with a person.
Hand off to a person
Assign a person when the Zendesk connection cannot finish the action.
Common questions, clear answers.
Answers for this connection, including what PaperThread can read and what still needs a person.
It answers support questions from Zendesk tickets and the customer history on those tickets. This is support data, not an HRIS employee record.
Tickets and users, including status, subject, requester, and comments when the row includes them. A partial return is not a complete ticket list.
A comment or a status change can be written only where permitted, and only after approval. Other ticket changes stay with a person in Zendesk.
No. Zendesk stays the support record. PaperThread answers ticket questions and keeps unfinished work with a person.
PaperThread keeps the case open and assigns a human step. An unsupported Zendesk action is not marked done.
A workspace admin enters the Zendesk subdomain, agent email, and API token. The token is stored in the credential vault. This connection uses an API token, not OAuth.
Related integrations
Browse all integrations →
Freshdesk
Another support record when tickets are held in Freshdesk.
Jira Service Management
Another support record when issues are held in Jira Service Management.
Slack
The private DM where a Zendesk ticket question can be sent.
'%3e%3cpath%20d='M21.1684%20214.263L33.5166%20235.577C36.0825%20240.064%2039.7709%20243.59%2044.1008%20246.154L88.2016%20169.872H0C0%20174.84%201.28293%20179.808%203.8488%20184.295L21.1684%20214.263Z'%20fill='%230066DA'/%3e%3cpath%20d='M140%2080.1282L95.8992%203.84616C91.5693%206.41026%2087.8809%209.9359%2085.315%2014.4231L3.8488%20155.449C1.33012%20159.839%200.00335347%20164.811%200%20169.872H88.2016L140%2080.1282Z'%20fill='%2300AC47'/%3e%3cpath%20d='M235.9%20246.154C240.23%20243.59%20243.919%20240.064%20246.484%20235.577L251.616%20226.763L276.152%20184.295C278.718%20179.808%20280.001%20174.84%20280.001%20169.872H191.793L210.562%20206.731L235.9%20246.154Z'%20fill='%23EA4335'/%3e%3cpath%20d='M139.999%2080.1282L184.1%203.84615C179.77%201.28205%20174.799%200%20169.667%200H110.331C105.2%200%20100.228%201.44231%2095.8984%203.84615L139.999%2080.1282Z'%20fill='%2300832D'/%3e%3cpath%20d='M191.799%20169.872H88.2024L44.1016%20246.154C48.4315%20248.718%2053.4028%20250%2058.5346%20250H221.467C226.599%20250%20231.57%20248.558%20235.9%20246.154L191.799%20169.872Z'%20fill='%232684FC'/%3e%3cpath%20d='M235.418%2084.9359L194.685%2014.4231C192.119%209.9359%20188.431%206.41026%20184.101%203.84616L140%2080.1282L191.798%20169.872H279.84C279.84%20164.904%20278.557%20159.936%20275.991%20155.449L235.418%2084.9359Z'%20fill='%23FFBA00'/%3e%3c/g%3e%3cdefs%3e%3cclipPath%20id='clip0_9984_29122'%3e%3crect%20width='280'%20height='250'%20fill='white'/%3e%3c/clipPath%3e%3c/defs%3e%3c/svg%3e){kind=small}
Google Drive
Approved policy files that sit alongside Zendesk ticket context.
Connect Zendesk to PaperThread.
Answer Zendesk ticket questions, keep customer history in view, and leave anything unfinished with a person.