Setting Up a Zendesk Connection

The Falcon-Zendesk integration is built specifically to reduce clutter in your helpdesk, by allowing posts and comments within your Channels to be escalated to tickets by community managers, editors et al.

Setting Up the Integration

Any Falcon user with a user role of either Admin or Team Leader (in Falcon, not Zendesk) can create a new integration with Zendesk. To get started, please follow the steps below:

  1. From the bottom left, click your profile image.
  2. Click Settings.
  3. From the menu on the left, under Organization, click Integrations & API.
  4. Below the Zendesk icon, click Connect.
  5. When prompted, enter the following information relating to your Zendesk account:
    • Subdomain
    • Username
    • Password

Note:

You can find your account subdomain in your Zendesk URL: [subdomain].zendesk.com

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Following a successful connection to Zendesk, Falcon users can now assign/forward content such as posts and comments to your Zendesk account as a new, unopened, unassigned ticket.

For more information on assigning Engage content to Zendesk and what the new ticket will contain, please visit the Help Center guide here.

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