Zendesk Agent Routing

Zendesk routing in Helpwave depends on the acting user being known to Zendesk. When Helpwave closes or processes a ticket, the code can use the configured Zendesk user ID to author the action correctly.

Routing dependencies

• Stored Zendesk integration credentials for the shop
• A Zendesk user ID on the acting Helpwave user or session context
• Existing ticket ownership rules inside Zendesk

Operational guidance

• Verify agent IDs during onboarding
• Use a test ticket to confirm the expected author is recorded
• Review fallback IDs used in internal tooling before production rollout

Why this matters

• Prevents API actions from failing due to missing identity data
• Improves traceability when Helpwave updates Zendesk tickets