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LexFlag for United States of America asked on

Is it possible to embed Zendesk support tickets into my web application?

I'm trying to figure out if this process is possible with Zendesk. I have a saas company and need a customer support ticketing system.  I'd like to use Zendesk for these customer support tickets. The tickets can't be public; they'll need to be behind a login for security. The tough part is that I don't want my customer to have to create a new account to view the tickets. I'd like them to be able to log in using their existing account for my app. Specifically it's these steps:


1) Customer sends support email to a support@mycompany.com address

2) Customer gets an instant response w/ a hyperlink to a support ticket.

3) When they click the link, they need to log in to see the ticket.


If this is possible, could someone point me to some documentation that shows me how to do this? Thank you in advance- Lex

Programming* support* zendeskWeb Development

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David Favor

8/22/2022 - Mon
dpearson

The short answer is yes this is possible.

Your zendesk domain will come with a built in email address - like "support@mydomain.zendesk.com".  If users email this they will get an account and support ticket just as you want.

And then you can setup an alias from support@mydomain.com to forward/redirect over to the zendesk one as explained here:
https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address

For us "mydomain.com" is hosted as a GSuite domain by google, so we just setup a Google Group (alias) for support@mydomain.com and add support@mydomain.zendesk.com to it as a member.  Works really well.

Doug
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David Favor

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Lex

Thank you for the responses, guys. The email portion seems pretty straightforward. What I'm still confused about, however is the authentication portion of the question. Our customers need to be able to access the ticket, but we can't make these tickets public; we will need to require them to log in to see the ticket. The tricky part is that we don't want them to create a new account (like a Zendesk account) we want them to be able to use our product's login only. It sounds like the Embeddables solution David suggested will allow for this, and I'm guessing Scott's API suggestion would work too.
Scott Fell

It does look like you can use the API just to give users access.  https://support.zendesk.com/hc/en-us/articles/203663746#topic_2kg_qct_f3

If you want to integrate to make the easiest option for the users, then the API seems like the way to go. 
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rwheeler23
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David Favor

You asked about, "Our customers need to be able to access the ticket, but we can't make these tickets public; we will need to require them to log in to see the ticket."

This is all handled by ZenDesk.

Whether using email only or email in conjunction with HTTPS.

Only people on the questions distribution list, or with the related ZenDesk login, can access a specific ticket.