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The woku Zendesk connector links your Zendesk account with your company in woku using an API token. Its purpose is to feed the customer support tickets of the Support module: when the engine detects negative feedback that warrants follow-up, woku creates a ticket directly in your Zendesk, with the context of the customer and of the response that originated it.
The connection is created only once and stays available for all Zendesk ticket destinations of your company. Destinations do not store their own credentials: they always reference the connection.

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Before you start: get the API token in Zendesk

1

Open the API settings

In Zendesk, go to the Admin Center and navigate to Apps and integrations → API.
2

Enable token access

Turn on the Token access option. If this option is disabled in your account, woku will not be able to validate the credential and the connection will fail.
3

Create an API token

Generate a new API token and copy it. Zendesk shows it only once, so keep it until you finish the connection in woku.
Use the email of a real agent or administrator of your Zendesk. The tickets woku creates are attributed to that user, so it is best that it be an active account of the support team.

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Create the connection in woku

In Company → Integrations, locate the Zendesk card and fill in three fields: Before saving, woku validates the credential live against the Zendesk API (it queries your own user at /api/v2/users/me.json with basic authentication of email and token). If the token is invalid, or your account has token access disabled, creation fails and woku shows you the reason.
A company can have several Zendesk connections, one per subdomain (duplicates are rejected). This is useful if you operate separate instances by country or by business unit.

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Security and connection lifecycle

  • The token is stored encrypted and is write-only: the interface never shows it again, only a masked hint.
  • To rotate the token, edit the connection and enter the new value. woku verifies it live against Zendesk before persisting it; if it is not valid, the connection keeps the previous token.
  • The Test button re-verifies the connection at any time and records its health. If Zendesk responds with an authentication error, the connection is marked as requires re-authentication.
  • Each connection shows its status: connected, requires re-authentication or error. You can also enable or disable it without losing the configuration, or delete it entirely.

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What woku does with the connection

The connection feeds the customer support ticket destinations of the Support module. A Zendesk destination references the connection and, optionally, a Group ID: the Zendesk agent group that will receive the tickets from that destination. When the engine escalates negative feedback, woku creates the ticket in your Zendesk (/api/v2/tickets.json) with:
  • Subject and HTML description with the summary of the case.
  • Requester: the name and email of the affected customer, so that the ticket is associated with the correct person.
  • Priority mapped according to the severity of the case: urgent, high, normal or low.
  • Tags: woku, voc, the source tool (woku, NPS, CSAT or CES) and the customer’s churn risk level.
  • Group: the destination’s Group ID, if you configured it.
The link to the created ticket is stored in woku. From the ticket detail you can open it in Zendesk with View in customer support.

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Frequently asked questions

The token inherits the permissions of the agent whose email you configured. To create tickets a standard agent is enough; use an administrator if your account restricts ticket creation via API.
The connection will stop authenticating and, on the next verification, will be marked as requires re-authentication. Edit the connection and enter the new token; woku validates it live before saving it.
Yes. You can create several connections, as long as each one points to a different subdomain. Then each ticket destination chooses which connection to use.
Tickets that are already created remain in your Zendesk: woku only deletes the connection and its credentials. The destinations that depended on it can no longer send until you point them to another connection.

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Next step

Customer support tickets

Learn about the escalation engine: how the feedback that warrants a ticket is detected, how it is routed to each destination and how follow-up is done from woku.