Zendesk Integration

The Asset Panda + Zendesk integration enables you to connect support tickets to asset records, giving support agents context during troubleshooting while allowing asset managers to track service activity. This guide outlines how to set up the integration in both Zendesk and Asset Panda.

Prerequisites

Before you begin, ensure:

• You have admin access to both Zendesk and Asset Panda

• You know your Zendesk subdomain (e.g., yourcompany.zendesk.com)

• You have a Zendesk API token or user credentials

• Asset Panda has External Entities enabled

• The target module and collection exist in Asset Panda to receive Zendesk data

Zendesk Tasks

Install the Asset Panda App

1. Go to the Zendesk Marketplace.

2. Search for Asset Panda.

3. Click Install.

4. Select the Zendesk instance where the app should be installed.

5. Review and configure installation settings (no special changes are needed in most cases).

6. Complete the installation.

Once installed, the app will appear in your Zendesk ticket sidebar for agents.

---

Enable API Access in Zendesk

1. Go to Zendesk Admin Center.

2. Navigate to Apps and Integrations > APIs.

3. Under Token Access, ensure the option is enabled.

4. Click Add API Token.

5. Give the token a name (e.g., "Asset Panda Integration").

6. Copy and save the token securely. You will use it in Asset Panda.

---

Asset Panda Tasks

Setup Authentication

1. In Asset Panda, go to Admin Settings > Integrations > Zendesk.

2. Fill in the following:

   • Server Host Name: Your full Zendesk subdomain (e.g., https://yourcompany.zendesk.com)

   • User Name: Zendesk user email used to generate the API token

   • Password: Your Zendesk API token

3. Click Test and Save Connection.

After a successful connection, continue to field mapping.

---

Create Mapping

1. Enter a Mapping Name (e.g., Zendesk Ticket Sync).

2. Set Sync Direction to Push to Asset Panda.

3. Under External Entity, select Tickets.

4. Choose the Collection in Asset Panda that will store the Zendesk ticket data (e.g., People, Devices, etc.).

---

Create Mapping

1. In Mapping & Sync Direction, keep the direction as Zendesk → Asset Panda.

2. Select a Unique Identifier from Zendesk, and map it to a unique field in Asset Panda (e.g., Object ID).

The Unique Identifier is required to match incoming ticket data to existing asset records.

In Asset Panda, map this field to a unique identifier such as Object ID, Asset Tag, or any field marked as unique in your collection.

1. Add any other field mappings as needed using the Add more mapping columns option.

2. After reviewing all field mappings, click Save to complete the integration setup.

Info: Setting up an automation ensures data stays up to date by syncing records at scheduled intervals.

Once saved, Zendesk tickets will be pushed to Asset Panda as configured. Asset records will reflect support activity as tickets are created or updated. Agents can access asset details directly from Zendesk (via the sidebar app)

---

Unique Identifier Mapping Table

Zendesk Field	Description	Recommended Use
ID	The internal Zendesk ticket ID	Best for identifying tickets
Ticket status	The current status of the ticket (e.g., Open)	Not ideal for uniqueness
Subject	The ticket subject line	Use only if subject is unique
Assignee	User assigned to the ticket	Use only if consistently unique
Priority	Ticket priority (e.g., High, Urgent)	Not recommended as unique
Description	Full text description of the ticket	Not recommended
Custom Fields	Any custom fields configured in Zendesk	Use if marked as unique