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To enable an integration with the Zendesk ticketing system, you must gather the following values:
  1. Base URL for your Zendesk domain.
  2. The email address of the Zendesk agent or admin associated with the API token.
  3. The API Token generated from the Zendesk Admin Center.

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1. Retrieve base URL for Zendesk domain

The full base URL for your Zendesk domain is available in the browser bar when you are logged into the Zendesk system, e.g., https://yourcompany.zendesk.com. Ensure you include the https://, as the client uses it directly as a prefix.

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2. Choose/Create associated email address for API token creation

You must associate an account email address with the creation of an API token. For best practice, use a dedicated service account email (e.g., integrations@yourcompany.zendesk.com) to prevent downtime if an individual team member leaves the company. You should be logged in with this account when you create the API token.

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3. Create the API token

The following steps should be used to generate an API Token:
  1. Log in as an administrator and navigate to Admin Center (gear icon) → Apps and integrations → APIs → Zendesk API.
  2. Under the Settings tab, verify that Token Access is enabled.
  3. Click Add API token, enter a descriptive name (e.g., tier4-integration), and save.
  4. Copy the token immediately to be used later — Zendesk will only display it once.

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4. Add the integration in the Tier4 platform

  • Open Tier4 platform, and navigate to Ticket Management
  • Choose Zendesk integration by selecting Connect
  • Add the following values you collected earlier:
    • URL to the Zendesk Server = Zendesk base URL for your instance
    • Zendesk Account Email = Admin account you used to create the API token
    • Zendesk API Token = API token generated in step 3.
  • Click Continue.