# 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 <a href="#install-app" id="install-app"></a>

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.&#x20;

***

### Enable API Access in Zendesk <a href="#enable-api" id="enable-api"></a>

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  <a href="#ap-tasks" id="ap-tasks"></a>

### Setup Authentication <a href="#setup-auth" id="setup-auth"></a>

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 <a href="#create-mapping" id="create-mapping"></a>

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.).&#x20;

***

### Create Mapping <a href="#field-mapping" id="field-mapping"></a>

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.

&#x20;

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.&#x20;

{% hint style="info" %}
***Info:** Setting up an automation ensures data stays up to date by syncing records at scheduled intervals.*&#x20;
{% endhint %}

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)

### Asset Panda In-App Experience (Zendesk Sidebar)

The Asset Panda app in Zendesk provides an **in-app console within the ticket view**, allowing agents to search, view, and link asset records without leaving Zendesk.

#### Key Capabilities

* **In-app access within Zendesk tickets**\
  The Asset Panda app appears in the ticket sidebar for quick access
* **Search and link records**\
  Agents can search for Asset Panda records and link them directly to the ticket
* **Linked records view**\
  Linked Asset Panda records are displayed as a list within the sidebar for quick visibility
* **Two-way linking**
  * Link multiple Asset Panda records to a single Zendesk ticket
  * Link a single Asset Panda record to multiple tickets
* **Linked ticket visibility in Asset Panda**\
  Linked Zendesk tickets appear within a dedicated section on the Asset Panda record detail page, with a clickable **Ticket ID**

***

#### How It Works

* Open a Zendesk ticket
* Access the **Asset Panda app** from the sidebar
* Search for the relevant asset record
* Link or unlink records as needed

All linked data is reflected across both systems, providing better context for support and asset tracking.

***

#### Unique Identifier Mapping Table <a href="#mapping-table" id="mapping-table"></a>

| 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         |


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