Zendesk Ticket Sync

Zendesk support in Helpwave covers both historical sync and live ticket actions. The codebase can fetch updated Zendesk tickets, inspect comments, create new tickets from Helpwave, and close existing ones.

What the sync currently includes

• Incremental retrieval based on the last fetched date
• Filtering tickets for the relevant Zendesk assignee
• Fetching ticket comments for message-level detail
• Creating Helpwave conversations from Zendesk tickets

Outbound actions from Helpwave

• Create a Zendesk ticket from Helpwave HTML and plain text content
• Include attachment links in the initial comment
• Close a synced Zendesk ticket through the API

Rollout advice

1. Test on a small ticket set first.
2. Review author attribution and attachment rendering.
3. Only then enable the flow for the full support team.