> For the complete documentation index, see [llms.txt](https://prohelp.assetpanda.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://prohelp.assetpanda.com/integrations-store/ticket-management/zendesk-integration.md).

# 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

***

## 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 the installation settings.

{% hint style="info" %}
&#x20;No special changes are needed in most cases.
{% endhint %}

6. Complete the installation. The app is displayed in the Zendesk ticket sidebar for agents.&#x20;

***

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

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.

***

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

### Set up the Zendesk integration <a href="#setup-auth" id="setup-auth"></a>

1. Log into Asset Panda Pro with an administrator account
2. Navigate to <img src="/files/dLHka5YWbUR3zisHLua6" alt="Settings icon" data-size="line"> **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](#mapping-table).

{% hint style="info" %}
The Unique Identifier is required to match incoming ticket data to existing asset records.
{% endhint %}

17. Click **Add more** and then add the remaining field mappings .
18. 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)

{% hint style="info" %}
You can set up an automation to ensure data stays up to date by syncing records at scheduled intervals.&#x20;
{% endhint %}

#### Unique identifiers <a href="#mapping-table" id="mapping-table"></a>

<table><thead><tr><th width="157.91015625">Zendesk Field</th><th>Description</th><th>Recommended Use</th></tr></thead><tbody><tr><td>ID</td><td>Internal Zendesk ticket ID</td><td>Best for identifying tickets</td></tr><tr><td>Ticket status</td><td>Current status of the ticket (for example, Open)</td><td>Not ideal for uniqueness</td></tr><tr><td>Subject</td><td>Ticket subject line</td><td>Use only if subject is unique</td></tr><tr><td>Assignee</td><td>User assigned to the ticket</td><td>Use only if consistently unique</td></tr><tr><td>Priority</td><td>Ticket priority (for example, High or Urgent)</td><td>Not recommended as unique</td></tr><tr><td>Description</td><td>Full text description of the ticket</td><td>Not recommended</td></tr><tr><td>Custom Fields</td><td>Any custom fields configured in Zendesk</td><td>Use if marked as unique</td></tr></tbody></table>


---

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