> For the complete documentation index, see [llms.txt](https://docs.balkan.id/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.balkan.id/getting-started/setting-up-your-tenant/application-integrations/direct-application-integrations/zendesk-integration-setup.md).

# Zendesk Integration Setup

### Getting Started

Use this guide to connect Zendesk to your BalkanID tenant. You will need credentials from the Zendesk Admin Center and access to the Integrations section in BalkanID.

{% hint style="info" %}
BalkanID extracts your Zendesk team members — agents and administrators — along with their roles and group memberships. End users are not extracted.
{% endhint %}

#### Requirements:

Before you begin, collect the following values from Zendesk:

* **Zendesk Subdomain**
* **Zendesk Email**
* **API Token**

### Configure Zendesk within your BalkanID tenant

1. Sign in to Zendesk as an administrator.
2. Your **Zendesk Subdomain** is the first part of the address you sign in to. If you sign in at `acme.zendesk.com`, your subdomain is `acme`.
3. Go to **Admin Center** > **Apps and integrations** > **APIs** > **Zendesk API**, and confirm that **API token access** is enabled.
4. Select **Add API token**, give the token a name, and copy it. Zendesk displays the token only once, so store it before closing the dialog.
5. Your **Zendesk Email** is the email address of the administrator account that created the token.
6. In BalkanID, go to **Integrations** and select **Add integration**.

<div data-with-frame="true"><figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2Fr8X55kxd6uKoBLS44WJJ%2Fzendesk-add-integration.png?alt=media" alt="The BalkanID Integrations page with the Add integration button in the top right"><figcaption><p>Integrations</p></figcaption></figure></div>

7. Search for **Zendesk**, select it, and click **Next**.

<div data-with-frame="true"><figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2Fr3HpT3RaDxczBnxBUx1g%2Fzendesk-connect-new-application.png?alt=media" alt="The Connect a new application step with Zendesk selected"><figcaption><p>Connect a new application</p></figcaption></figure></div>

8. Under **Select Extraction Type**, choose **Direct Configuration**, then enter your **Zendesk Subdomain**, **Zendesk Email** and **API Token**.

<div data-with-frame="true"><figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2FPFe3ra4mRT04WgUxAaqc%2Fzendesk-direct-configuration.png?alt=media" alt="The Direct Configuration fields for Zendesk Subdomain, Zendesk Email and API Token"><figcaption><p>Direct Configuration</p></figcaption></figure></div>

9. Click Next to move onto Optional Configuration.
10. Fill **Optional Configuration**, if required.

<div data-with-frame="true"><figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2FZbipc8nl8LTFl5YsVIaj%2Foptional-configuration.png?alt=media" alt="The Optional Configuration step"><figcaption><p>Optional Configuration</p></figcaption></figure></div>

11. Once you have filled in the information, click **Save**. Your integration is now configured and you will see the status of the integration displayed alongside other integrations on the Integrations page. When data is available, the integration Status column will read **Connected** and the integration Message will read **Data available**.

### Integration Scopes

Zendesk API tokens do not carry their own scopes. The integration reads Zendesk with the permissions of the account that created the token, which is why that account must be an administrator.

| Read Only Scopes                                                                  | Lifecycle Management Scopes |
| --------------------------------------------------------------------------------- | --------------------------- |
| **Administrator** — reads team members, their roles, groups and group memberships | N/A                         |

{% hint style="info" %}
Custom agent roles require the Zendesk Enterprise plan or above. On other plans, BalkanID extracts each team member's built-in role and no custom roles appear.
{% endhint %}


---

# Agent Instructions
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