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Zendesk

Connect Zendesk to capture support tickets and comments as product signals.

Why connect Zendesk?

Your support team is on the front line of customer experience. Every ticket contains product intelligence — bug reports, feature requests, workflow confusion, and missing capabilities. When you connect Zendesk, ProductBet captures the intention behind your support tickets automatically.

What gets captured

ProductBet processes Zendesk tickets and extracts:

  • Feature requests and missing capabilities
  • Bug reports and broken workflows
  • UX friction and confusion points
  • Integration and compatibility requests

Each ticket becomes a signal with a link back to the original Zendesk ticket.

How to connect

Go to Settings > Integrations > Zendesk, enter your Zendesk subdomain (e.g., yourcompany if your Zendesk is at yourcompany.zendesk.com), and click Connect with OAuth. You'll be redirected to Zendesk to authorize access. After authorization, the integration is active and a webhook is automatically created on your Zendesk account.

How it works

Once connected, ProductBet automatically processes new Zendesk tickets as they come in:

  • Ticket created — When a new ticket is submitted, ProductBet reads the subject, description, priority, and tags to create a signal.
  • Comment added — When a customer or agent adds a comment, ProductBet re-processes the ticket with the latest context.

The webhook is configured to only fire for these two event types, so your endpoint isn't called for minor field changes like status updates or tag edits.

Historical import

When you first connect, you can import existing tickets from the past 30 days. Go to the Zendesk integration detail page and click Import. This pulls in recent tickets so you have historical context from day one.

Security

  • OAuth tokens and refresh tokens are encrypted with AES-256-GCM at rest
  • The webhook is secured with HMAC-SHA256 signature verification using a per-account signing secret
  • The webhook and its signing secret are automatically provisioned and cleaned up on connect/disconnect

Troubleshooting

  • Not seeing signals? Make sure the integration shows as "Connected" on the integrations page. If it shows an error, try disconnecting and reconnecting.
  • Webhook not firing? Verify the webhook exists in your Zendesk Admin Center under Apps and integrations > Webhooks. If it's missing, disconnect and reconnect the integration.
  • Permission errors? The OAuth flow requests read, tickets:read, and webhooks:write scopes. Make sure the authorizing user has admin privileges in Zendesk.