Zendesk Connector

Connect your Zendesk Support instance to Brevo via Tajo for unified customer support data, ticket-based segmentation, satisfaction scoring, and support-triggered marketing automation.

Overview

Features

• User sync - Sync Zendesk end-users and agents with Brevo contacts
• Ticket tracking - Sync ticket data for support-aware marketing segmentation
• Organization mapping - Associate contacts with organizations for B2B workflows
• Satisfaction scores - Sync CSAT and NPS data to Brevo attributes
• Ticket events - Track ticket creation, resolution, and escalation for automation triggers
• Help center integration - Track article views and search behavior
• Multi-channel support - Sync data from email, chat, voice, and messaging channels
• Custom fields - Map Zendesk custom ticket and user fields to Brevo

Prerequisites

Before you begin, ensure you have:

1. A Zendesk Support account (Team, Professional, or Enterprise)
2. Admin access to your Zendesk instance
3. API token or OAuth app configured
4. A Brevo account with API access
5. A Tajo account

Authentication

API Token Authentication

Use email/token authentication for quick setup.

curl https://{subdomain}.zendesk.com/api/v2/users.json \
  -u {email}/token:{api_token} \
  -H "Content-Type: application/json"

Generate an API token from Zendesk Admin > Apps and Integrations > APIs > Zendesk API.

OAuth 2.0

Use OAuth for multi-instance integrations with delegated user access.

# Authorization URL
https://{subdomain}.zendesk.com/oauth/authorizations/new?
  response_type=code&
  client_id={client_id}&
  redirect_uri={redirect_uri}&
  scope=read%20write

Required Scopes

read          # Read access to all resources
write         # Write access to all resources
tickets:read  # Read tickets (granular)
users:read    # Read users (granular)
organizations:read  # Read organizations (granular)

Configuration

Basic Setup

connectors:
  zendesk:
    enabled: true
    subdomain: "yourcompany"
    auth:
      email: "[email protected]"
      api_token: "${ZENDESK_API_TOKEN}"

    # Data sync options
    sync:
      users: true
      tickets: true
      organizations: true
      satisfaction_ratings: true

    # Brevo list assignment
    lists:
      all_customers: 30
      active_tickets: 31
      satisfied_customers: 32

Field Mapping

Map Zendesk user fields to Brevo contact attributes:

Custom Field Mapping

field_mapping:
  # Standard fields
  email: email
  name: FULLNAME
  phone: SMS

  # Support metrics
  open_tickets: OPEN_TICKETS
  total_tickets: TOTAL_TICKETS
  avg_satisfaction: CSAT_SCORE
  last_ticket_date: LAST_SUPPORT_DATE

  # Organization fields
  organization.name: COMPANY_NAME
  organization.tags: COMPANY_TAGS

  # Custom fields
  user_fields.customer_type: CUSTOMER_TYPE
  user_fields.account_tier: ACCOUNT_TIER

API Endpoints

Ticketing API

Users API

Organizations API

Satisfaction Ratings API

Events

Ticket Events

User Events

Satisfaction Events

Code Examples

Initialize Connector

import { TajoClient } from '@tajo/sdk';

const tajo = new TajoClient({
  apiKey: process.env.TAJO_API_KEY,
  brevoApiKey: process.env.BREVO_API_KEY
});

// Connect Zendesk
await tajo.connectors.connect('zendesk', {
  subdomain: 'yourcompany',
  email: '[email protected]',
  apiToken: process.env.ZENDESK_API_TOKEN
});

Sync Users and Tickets

// Full sync of users and ticket data
await tajo.connectors.sync('zendesk', {
  type: 'full',
  resources: ['users', 'tickets', 'organizations'],
  since: '2023-01-01'
});

// Check sync status
const status = await tajo.connectors.status('zendesk');
console.log(status);
// {
//   connected: true,
//   lastSync: '2024-01-15T10:30:00Z',
//   usersSynced: 8400,
//   ticketsSynced: 34200,
//   organizationsSynced: 1200
// }

Handle Zendesk Webhooks

app.post('/webhooks/zendesk', async (req, res) => {
  const signature = req.get('X-Zendesk-Webhook-Signature');

  // Verify webhook signature
  if (!verifyZendeskSignature(req.body, signature)) {
    return res.status(401).send('Unauthorized');
  }

  await tajo.connectors.handleWebhook('zendesk', {
    type: req.body.type,
    ticketId: req.body.ticket_id,
    userId: req.body.user_id,
    payload: req.body
  });

  res.status(200).send('OK');
});

Rate Limits

Zendesk rate limits vary by plan:

Additional limits:

• Search API: 6 requests/minute for anonymous, 100/minute for authenticated
• Incremental exports: 10 requests/minute
• Batch API: 100 records per batch request
• Webhook delivery: Automatic retry with exponential backoff

Troubleshooting

Common Issues

Debug Mode

Enable verbose logging:

connectors:
  zendesk:
    debug: true
    log_level: verbose
    log_webhooks: true

Test Connection

tajo connectors test zendesk
# ✓ API connection successful
# ✓ Users readable
# ✓ Tickets readable
# ✓ Organizations readable
# ✓ Webhooks configured

Best Practices

1. Use incremental exports - Use the Incremental API for large-scale data sync
2. Filter end-users only - Exclude agents and admins from Brevo contact sync
3. Sync CSAT data - Use satisfaction scores for customer health segmentation
4. Map organizations - Leverage organization data for B2B marketing campaigns
5. Implement webhook retries - Handle temporary failures gracefully
6. Use side-loading - Include related records in API responses to reduce request count

Security

• API Token Authentication - Token-based access tied to admin email
• OAuth 2.0 - Token-based delegated access with scope controls
• Webhook signing - HMAC signature verification for webhook payloads
• TLS encryption - All API communication encrypted via HTTPS
• IP whitelisting - Restrict API access by IP range

Related Resources

• Zendesk API Documentation
• Zendesk Webhooks Guide
• Intercom Connector
• Customer Sync Skill
• Brevo Contacts API

Open-Source Implementation Map

No official open-source repository was found in the current Tajo connector catalog for Zendesk. Keep this page focused on the verified public API contract and vendor documentation until an official schema, SDK, MCP server, or public integration repository is available.

Tajo Revamp Checklist

• Verify authentication and scope requirements against the vendor documentation before each connector release.
• Document primary sync objects, external IDs, pagination strategy, and rate limits explicitly.
• Add smoke tests from public API examples rather than undocumented behavior.
• Capture webhook signature verification and replay protection when the vendor supports webhooks.
• Record gaps where no official public repository or schema exists so future maintainers know what still needs source-backed validation.