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How Threada dey connect with Zendesk

Connect Threada to Zendesk for ticket creation and update wey get governance from WorkItem dem, with full audit trail.

Overview

Di Zendesk integration dey make Threada fit create, update, and resolve Zendesk record dem as action wey get governance inside your workflow. Scoped credential dem dey make sure say each workspace dey operate with least-privilege access.

Wetin e fit do

  • Create Zendesk record dem from WorkItem escalation with full context
  • Update Zendesk ticket dem (status, field, tag) from WorkItem action wey get governance
  • Map custom field and tag dem between di system dem
  • Route am by priority, team, and policy classification
  • Audit trail for every Zendesk operation wey happen

One example wey we waka through

One end-to-end flow wey Threada dey run with Zendesk:

  1. Zendesk ticket go land and e go become WorkItem wey get governance, wey dem arrange into schema wey get type, with di ticket attach.
  2. Threada go draft answer wey stand on evidence for strict citation mode, abi e go route di ticket go owner when policy demand human.
  3. Reply abi update wey dem don approve go run as action wey get governance back into Zendesk — status, field, and tag wey dem map — with idempotency.
  4. Every Zendesk operation dey run as action wey get governance with idempotency, and dem dey record am for di WorkItem im audit trail wey nobody fit change.

Setup

Configure di integration inside Studio under pack governance. Provide scoped API credential and map field dem go your workflow schema. Dem dey validate di connection before e go activate.

  1. Inside Studio, add di Zendesk integration under pack governance.
  2. Give scoped Zendesk API credential wey get least-privilege access.
  3. Map Zendesk field, tag, and status dem go your WorkItem schema.
  4. Validate di connection; di integration go only activate after di test don succeed.

Permission & data access

Zendesk dey use credential dem wey you provide — no be OAuth app wey Threada dey host.

  • Threada dey authenticate with scoped Zendesk API credential dem wey you supply, wey dem store inside Secret Manager.
  • Threada dey call Zendesk im REST API (/api/v2/tickets.json) take create and update ticket dem; inbound sync of Zendesk status back into di WorkItem no dey supported today.
  • Every ticket operation dey run as action wey get governance, and dem dey record am for di WorkItem im audit trail.

Question dem wey people dey always ask

Threada dey reply for Zendesk by itself?
Na under policy only. Reply and update dey run as action wey get governance, so weda dem go send by demselves abi wait for approver na your policy overlay go decide. Anything wey evidence no support, dem go route am go human instead of answer am.
Threada dey read Zendesk status back into di WorkItem?
Not for now. Threada dey write to Zendesk — e dey create and update ticket dem as action wey get governance. Inbound sync of Zendesk status back into di WorkItem no dey supported today; di WorkItem dey reflect di action dem wey Threada don take.
Wetin access di integration need?
Scoped Zendesk API credential with least-privilege access. Dem dey validate di connection before e go activate, and dem dey log every Zendesk operation for di audit trail.
See integration docs