Zendesk Integration

The Zendesk integration with Asset Panda Pro enables you to connect support tickets to asset records, giving support agents context during troubleshooting. It also enables asset managers to track service activity.

Prerequisites

• Admin access to Zendesk and Asset Panda Pro

• Zendesk subdomain (for example, yourcompany.zendesk.com) and Zendesk API token or user credentials

• External Entities enabled in Asset Panda Pro

• Target module and collection set up in Asset Panda Pro to receive Zendesk data

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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 the installation settings.

No special changes are needed in most cases.

1. Complete the installation. The app is displayed in the Zendesk ticket sidebar for agents.

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Enable API Access

1. Go to the 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. Name the token (for example, Asset Panda Integration).

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

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Asset Panda tasks

Set up the Zendesk integration

1. Log into Asset Panda Pro with an administrator account

2. Navigate to Settings > Account Management.

3. Expand the appropriate account and module.

4. Click Manage in the Integrations card.

5. Select Integrations Store.

6. In the Zendesk tile, click Add. The Integrations in this module tab is displayed.

7. In the Zendesk tile, click Configure.

8. Specify the following details:

   • Server Host Name: Full Zendesk subdomain (for example, https://yourcompany.zendesk.com)

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

   • Password: Zendesk API token

9. Click Test and save connection.

10. If the connection is successful, click Continue with mapping. The Mapping List tab is displayed.

11. Click Add mapping option.

12. Enter a Mapping Name (for example, Zendesk Ticket Sync).

13. Under External Entity, select Tickets.

14. Choose the Collection in Asset Panda that will store the Zendesk ticket data (for example, People or Devices).

15. Under Mapping & Sync Direction, keep the direction as Zendesk → Asset Panda.

16. Select a Unique Identifier from Zendesk, and map it to a unique field in Asset Panda Pro (for example, Object ID or Asset Tag). See Unique identifiers.

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

1. Click Add more and then add the remaining field mappings .

2. Click Save. Zendesk tickets will be pushed to Asset Panda Pro 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)

You can set up an automation to ensure data stays up to date by syncing records at scheduled intervals.

Unique identifiers

Zendesk Field	Description	Recommended Use
ID	Internal Zendesk ticket ID	Best for identifying tickets
Ticket status	Current status of the ticket (for example, Open)	Not ideal for uniqueness
Subject	Ticket subject line	Use only if subject is unique
Assignee	User assigned to the ticket	Use only if consistently unique
Priority	Ticket priority (for example, High or 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