Zendesk Integration
Connect ProductBridge to Zendesk to import feedback from support tickets based on tags, custom fields, or ticket types.
Overview
The Zendesk integration imports feedback from your Zendesk tickets into ProductBridge automatically. Filter by tags, custom fields, or priority levels to control exactly which tickets are captured as product feedback.
Prerequisites
- A Zendesk account with admin permissions
- Your Zendesk subdomain (e.g.,
yourcompany.zendesk.com) - An API token or OAuth credentials for authentication
Connect Zendesk
Open Integration Settings
Navigate to Settings > Integrations > Zendesk in your ProductBridge dashboard and click Connect.
Enter Your Subdomain
Enter your Zendesk subdomain (e.g., yourcompany). ProductBridge constructs the full URL automatically.
Authorize Access
Choose your authentication method:
- API Token — Enter your Zendesk email and API token (generated in Zendesk Admin > APIs > Zendesk API)
- OAuth — Authorize via Zendesk's OAuth flow for scoped, revocable access
OAuth is recommended for production use. API tokens grant broader access and cannot be scoped to specific resources.
Configure Filters
Define which Zendesk tickets get imported as feedback. You can combine multiple filters:
| Filter Type | Example | Description |
|---|---|---|
| Tags | feedback, feature-request | Import tickets with specific tags |
| Custom Field | Type = "Feature Request" | Filter by any custom field value |
| Priority | High, Urgent | Import only high-priority tickets |
| Group | Product Feedback | Import tickets assigned to a specific group |
| Status | Open, Pending | Filter by ticket status |
Add Filters
Navigate to Integration Settings > Zendesk > Filters and define your import rules. Combine multiple filters with AND/OR logic.
Set Backfill Range
Choose whether to import only new tickets or backfill historical data. Set a date range for backfill (e.g., last 90 days).
Enable Continuous Sync
Toggle on continuous sync. New matching tickets are imported within minutes. Existing tickets matching your filters are backfilled on first sync.
Start with a narrow filter (e.g., tickets tagged "feedback") and expand gradually. This helps you validate the quality of imports before scaling up.
How It Works
Once connected and filtered:
- Zendesk tickets matching your rules are imported into your ProductBridge feedback inbox
- Each item is tagged with "via Zendesk" and includes the original ticket number for reference
- Ticket requester email is matched to ProductBridge user profiles automatically
- Star ratings or satisfaction scores (if available) are mapped to sentiment
- All imported feedback flows into Feedback Intelligence for analysis
You can enable bidirectional sync to push status updates back to Zendesk. When a linked roadmap item ships, the original ticket is updated with a comment or status change.
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