# Zendesk

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Escalate Siit requests to Zendesk specialist groups with one click. Custom field mapping ensures every escalated ticket arrives with the right context, so your support team triages faster, not from scratch.

### What you get

* **One-click escalation from any request.** Click **Escalate ticket** in the request side panel, pick a Zendesk group and ticket form, and a linked ticket is created with the Siit context pre-filled.
* **Workflow-driven ticket creation.** Use **Create Zendesk ticket** as a workflow step, with field mapping and approval gating where needed.
* **IT Agent native support.** `/zendesk create ticket` is available inside IT Agent playbooks, with optional approval.
* **Custom field mapping.** Map Siit form fields and request attributes to your Zendesk custom fields, so escalated tickets land with the right context every time.
* **Audit trail.** Every Zendesk action triggered from Siit is recorded on the request timeline.

### How it works

When a Siit request needs to be handled in Zendesk:

1. From the request side panel, click **Escalate ticket** and pick **Zendesk**.
2. Choose the group, ticket form, priority, and any required fields. Custom fields configured in **Settings → Integrations → Zendesk** appear automatically.
3. Submit. Siit creates the Zendesk ticket, links it back to the Siit request, and posts the link on both sides.

The same flow is available in workflows (as a **Create Zendesk ticket** action) and in IT Agent playbooks (via the `/zendesk create ticket` slash command).

### What syncs from Zendesk

* **Tickets created from Siit** — every escalated ticket is tracked with its Zendesk ticket ID and link.
* **Links** — preserved between the Siit request and the Zendesk ticket, visible on both sides.

> **Note** — bi-directional status sync is not currently available for Zendesk. Status changes in Zendesk don't automatically update the Siit request. Track resolution either through the Zendesk link on the request or by manually closing the Siit request when work is done.

### Custom field mapping

Map Siit data to Zendesk custom fields so escalated tickets arrive with the right metadata — request ID, requester, service, priority, anything specialist teams need to triage quickly.

Set this up in **Settings → Integrations → Zendesk → Field mapping**. For the full setup guide, see [Custom field mapping](https://help.siit.io/custom-field-mapping).

### Before you connect

* A Zendesk admin to authorize the connection.
* A clear idea of which Zendesk group(s) and ticket form(s) you want to escalate to.
* Optional: a dedicated "Siit Integration" Zendesk agent, so the integration survives admin turnover.

### Connect Zendesk

1. In Siit, go to **Settings → Integrations**, find **Zendesk** in the Ticketing section, and click **Connect**.
2. Enter your Zendesk subdomain (the `yourcompany` part of `yourcompany.zendesk.com`).
3. Sign in as a Zendesk admin and approve the requested scopes.
4. Pick the group(s) and ticket form(s) you want available for escalation.
5. Configure default ticket form, priority, and field mapping.
6. Test by escalating a sample request from Siit to Zendesk.

Need a more detailed walkthrough? Reach out to support via the in-app chat.

### After the connection

* **Try the side panel.** From any request, click **Escalate ticket → Zendesk** and create a test ticket.
* **Configure field mapping.** Map your Siit fields to the Zendesk custom fields specialist teams rely on.
* **Build your first workflow.** A common starter: "when service = 'Customer escalation', auto-create a Zendesk ticket in the support group."

### Common workflows

**Customer support escalation.** *Trigger: Service = "Customer escalation". Actions: Create Zendesk ticket in the support group → Set Siit priority to High → DM requester with the Zendesk link.*

**Specialist team handoff.** *Trigger: Tag "advanced-support" added. Actions: Manager approval → Create Zendesk ticket → Notify requester.*

**Dedicated helpdesk routing.** *Trigger: Requester's department = "External". Action: Create Zendesk ticket in the external-support group, pre-filling the requester's company from their profile.*

### IT Agent integration

Inside an IT Agent playbook, use `/zendesk create ticket` to let the agent escalate autonomously — with approval gating on the action when you want a human in the loop.

A common playbook: an employee reports a complex issue in Slack → IT Agent gathers context → requests manager approval → creates a Zendesk ticket → posts the link back to the employee.

See IT Agent for playbook examples.

### Tips

* **Use a dedicated service account** for the Zendesk connection so it survives individual admin turnover.
* **Start with one group and one ticket form.** Map fields and test thoroughly with one path before expanding.
* **Keep Siit as the employee surface.** Employees stay in Slack, Teams, or the Siit Portal. The Zendesk ticket is internal — only specialists need to see it.
* **Track resolution manually for now.** Without bi-directional status sync, you'll need to close the Siit request manually (or via a workflow triggered by something else) when the Zendesk ticket is resolved.

### Help Center guides

* [Custom field mapping](https://help.siit.io/custom-field-mapping) — map Siit data to Zendesk custom fields

### Troubleshooting

**"Authorization failed" on connect.** The admin signing in lacks Zendesk admin rights, or the Zendesk account has restricted third-party app installs. Try with an admin who has full access.

**Group missing from the destination picker.** The Siit Zendesk user lacks access to that group. Update group membership in Zendesk and re-sync.

**Custom field not appearing in mapping.** The field may be tied to a specific ticket form or set as inactive. Confirm the field is active and on the ticket form, then re-run the mapping step.

**"Ticket created" but no link in Siit.** The Zendesk ticket was created but the back-link save failed. Open the request timeline — the Zendesk ticket ID is logged. Manually re-link if needed.


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