Connecting Zendesk for email and web-form tickets
Updated June 14, 2026
Overview
The Zendesk integration covers two channels under one connection: email/web-form tickets (the AI replies as a public comment on the ticket) and the Zendesk Messaging chat widget. This article covers the email/web-form ticket path — the chat-widget path is covered separately.
Step 1 — Prerequisites
Plan requirement: Webhook creation requires Zendesk Suite Team or above, or Support Professional / Enterprise. Lower-tier plans do not include the Webhooks feature. If you don't see Webhooks under Admin Centre → Apps and Integrations, your plan needs upgrading.
Admin access: You must be logged into Zendesk as a built-in Administrator (not a custom role) to create webhooks and triggers. A 403 error when saving a webhook usually means your role is a custom admin role with restricted permissions.
Step 2 — Create a dedicated AI agent account (recommended)
Replies posted by Inquiru appear under the Zendesk user whose API token you provide. Creating a dedicated account (e.g. "BetJets AI Support") means customers see a clear, consistent name rather than your personal admin account.
Go to Admin Centre → People → Team → Team members, click Add team member, and create a user with role Agent. Use a name that reflects its purpose and an email address you control.
Step 3 — Generate a Zendesk API token
Go to Admin Centre → Apps and Integrations → APIs → Zendesk API. Enable Token Access if not already on, then click Add API token. Give it a label (e.g. "Inquiru Integration") and copy the token immediately — it is only shown once. Generate this token while logged in as the account whose name should appear on AI replies.
Step 4 — Connect Zendesk in Inquiru
Go to Integrations → Connect and select Zendesk. Fill in your subdomain (the part before .zendesk.com), the email of the account the API token belongs to, and the API token from Step 3. Assign your Inquiru agent and save.
After saving, expand the integration card and copy the Webhook URL. It looks like: https://api.inquiru.com/webhooks/zendesk/<id>. Click Test to verify Inquiru can authenticate before proceeding.
The form also shows four Sunshine Conversations fields — leave these blank for email-only setups; they are used only for the chat-widget path.
AI Agent Zendesk Account: Once saved, select the Zendesk user account that Inquiru uses to post replies. When set, the AI knows its own Zendesk user ID and can scope ticket searches to itself — e.g. Pulse tasks that close tickets assigned to the AI agent only target that agent's tickets.