This plugin allows you to create Zendesk tickets from Discourse topics. This can be done either by configuring the plugin so that all topics in a category automatically generate Zendesk tickets, or by pushing individual topics to Zendesk by clicking the “Create Zendesk Ticket” button that’s displayed for site staff below each topic:
When the ticket is created, the author of the topic’s first post will be set as the Requester on Zendesk. They will also be added to your Zendesk customers list.
After the ticket has been created, the “Create Zendesk Ticket” button will be updated to “View on Zendesk.” Clicking that button will take you to the associated Zendesk ticket:
The plugin allows you to optionally push all replies to the Discourse topic to the Zendesk ticket, or to only push replies created by the topic’s author. Both of these features are configurable via the plugin’s settings.
Sync Zendesk comments with Discourse
Zendesk comment can be synced with the Discourse topic that the ticket originated on.
Configuration
The Discourse Zendesk settings can be accessed from the Plugins page of your Discourse site’s Admin section. Click the “Settings” button for the “discourse-zendesk-plugin” entry on that page.
Configure OAuth
First, create an OAuth client in Zendesk:
In Zendesk Admin Center, go to Apps and integrations > APIs > OAuth clients.
Click Add OAuth client.
Enter a name, description and select Confidential as the client kind. A redirect URL is not required.
Configure Scopes to tickets:read, tickets:write, users:read, and users:write to restrict the OAuth client to only the scopes required by the plugin.
Save the client.
Copy the client’s Identifier and Secret. Zendesk displays the complete secret only once.
Configure these Discourse settings:
zendesk oauth client id: enter the OAuth client’s Identifier.
zendesk oauth client secret: enter the OAuth client’s Secret.
Other settings
zendesk url: enter your Zendesk account URL followed by /api/v2. For example, https://example.zendesk.com/api/v2.
zendesk enabled: enable or disable the plugin.
zendesk jobs api token: Deprecated. Existing installations should migrate to OAuth.
zendesk jobs email: Deprecated. Existing installations should migrate to OAuth.
zendesk autogenerate all categories (formerly zendesk enable all categories): automatically create Zendesk tickets for topics in every category. This setting is disabled by default.
zendesk autogenerate categories (formerly zendesk enabled categories): select the Discourse categories whose new topics should automatically create Zendesk tickets.
zendesk job push all posts: push replies to Zendesk as ticket comments. This setting is enabled by default.
zendesk job push only author posts: only push replies written by the original topic author. This setting applies when zendesk job push all posts is enabled and is disabled by default.
sync comments from zendesk and zendesk incoming webhook token: sync comments from Zendesk to Discourse. See How to enable Zendesk two-way sync.
zendesk tags: an optional list of tags to add to Zendesk tickets created from Discourse.
Zendesk에 댓글로 답변을 보내는 기능과 Zendesk에서 댓글을 답변으로 가져오는 기능을 모두 사용할 수 있어야 합니다. 이 부분은 우리에게 정말 중요합니다. 그러나 후자를 실행하는 유일한 방법은 지정된 Discourse 카테고리 주제가 Zendesk 티켓을 자동으로 생성하도록 설정하는 것입니다.
수동으로 생성된 Zendesk 티켓도 댓글을 답변으로 가져오는 기능을 사용할 수 있는 방법이 있으면 훨씬 좋겠습니다. 이는 고객 생성 주제 중 일부만 Zendesk로 전달해야 하는 트리아지 프로세스를 갖추고 있기 때문입니다. 최종 사용자가 백그라운드에서 Zendesk 티켓을 생성할 수 있도록 하고 싶지 않습니다.
저는 Zendesk 플러그인을 사용하면서 꽤 만족하고 있습니다. 하지만 방금 예상치 못한 일이 발생했습니다. 팀의 다른 멤버(예전에 Zendesk에서 에이전트로 일했던 사람)가 Discourse의 스레드에 답변을 남기자, Zendesk가 해당 메시지를 다시 Discourse로 전송했습니다. 그 결과, Discourse 주제에 메시지가 두 번 게시되었는데, 하나는 Discourse에서 게시한 팀 멤버 이름으로, 또 하나는 Zendesk 티켓의 현재 담당자 이름으로 표시됩니다.
As Zendesk will permanently deactivate API-token authentication on April 30, 2027, existing installations need to migrate to authentication via OAuth.
이 플러그인은 이제