# Discourse Zendesk
**URL:** https://meta.discourse.org/t/discourse-zendesk/68005
**Category:** Plugin
**Tags:** official, zendesk, included-in-core
**Created:** [August 14, 2017, 10:03am UTC](https://meta.discourse.org/t/discourse-zendesk/68005 "2017-08-14T10:03:00Z")
**Posts on this page:** 12
**Page:** 1
### Author:  [@Discourse](https://meta.discourse.org/u/Discourse)
#### Post date: [August 14, 2017, 10:03am UTC](https://meta.discourse.org/t/discourse-zendesk/68005/1 "2017-08-14T10:03:00Z")
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| --- | --- | --- |
| :discourse2: | **Summary** | Create Zendesk tickets from Discourse topics. |
| š | **Install Guide** | **This plugin is bundled with Discourse core**. There is no need to install the plugin separately. |
> [@](#):
>
> :discourse2: As this is an #official plugin maintained by the Discourse team, #Support, #Contribute > Bug, #Contribute > UX, and #Contribute > Feature requests can be made in the respective categories here on Meta, and tagged with the appropriate plugin tag. Click on a link below to get one started. š
>
> [ā **Support**](https://meta.discourse.org/new-topic?category_id=6&body=%3E%20Before%20asking,%20did%20you%20search%20first%3F%20Press%20%F0%9F%94%8D%20at%20the%20upper%20right%20to%20search.&tags=zendesk "Ask for support on configuring and using Discourse Zendesk") [š **Bug**](https://meta.discourse.org/new-topic?category_id=1&tags=zendesk "A bug report means something is broken, preventing normal/typical use of the plugin") [š **UX**](https://meta.discourse.org/new-topic?category_id=9&tags=zendesk "Discussion about the user interface of Discourse Zendesk, and how features are presented (including language and UI elements)") [š” **Feature**](https://meta.discourse.org/new-topic?category_id=2&tags=zendesk "Discussion about how existing Discourse Zendesk features can be improved or enhanced, and how proposed new features could work")
> ā As Zendesk will [permanently deactivate API-token authentication on April 30, 2027](https://support.zendesk.com/hc/en-us/articles/4408889192858-Managing-API-token-access-to-the-Zendesk-API), existing installations need to [migrate to authentication via OAuth](https://meta.discourse.org/t/discourse-zendesk/68005#p-317283-configure-oauth-6).
### Features
#### Create Zendesk tickets
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 āCreate Zendesk Ticketā button thatās displayed for site staff below each topic:
When the ticket is created, the author of the topicās 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 āCreate Zendesk Ticketā button will be updated to āView on Zendesk.ā Clicking that button will take you to the associated Zendesk ticket:
#### Push replies created on Discourse to Zendesk
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 topicās author. Both of these features are configurable via the pluginās 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 siteās Admin section. Click the āSettingsā button for the ādiscourse-zendesk-pluginā entry on that page.
#### Configure OAuth
First, create an OAuth client in Zendesk:
1. In Zendesk Admin Center, go to **Apps and integrations \> APIs \> OAuth clients**.
2. Click **Add OAuth client**.
3. Enter a **name** , **description** and select **Confidential** as the client kind. A redirect URL is not required.
4. 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.
5. Save the client.
6. Copy the clientās **Identifier** and **Secret**. Zendesk displays the complete secret only once.
Configure these Discourse settings:
- `zendesk oauth client id`: enter the OAuth clientās **Identifier**.
- `zendesk oauth client secret`: enter the OAuth clientās **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](https://meta.discourse.org/t/how-to-enable-zendesk-two-way-sync/177412).
- `zendesk tags`: an optional list of tags to add to Zendesk tickets created from Discourse.
> Last edited by @tgxworld 2026-09-01T00:27:49Z
>
> > **Check document**
> >
> > Perform check on document:
---
### Author:  [@Rob\_Lauer](https://meta.discourse.org/u/Rob_Lauer)
#### Post date: [April 19, 2023, 8:37pm UTC](https://meta.discourse.org/t/discourse-zendesk/68005/44 "2023-04-19T20:37:07Z")
Iād love to make a feature request for this Zendesk integration:
The ability to both **send replies** to Zendesk as comments, and **pull comments** from Zendesk as replies is really critical for us. However, the only way to perform the latter is to have specified Discourse category topics automatically create Zendesk tickets.
I would much rather there was a way to have manually-created Zendesk tickets also have this ability to pull in comments as replies! This is because we have a triage process in place where only some customer-created topics would need to be forwarded to Zendesk. We wouldnāt want to allow our end users to also create Zendesk tickets behind the scenes.
Thanks!
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### Author:  [@acorrea](https://meta.discourse.org/u/acorrea)
#### Post date: [July 19, 2023, 2:59pm UTC](https://meta.discourse.org/t/discourse-zendesk/68005/45 "2023-07-19T14:59:28Z")
Thank you very much for the plugin, it has helped us a lot!
Iād like some help with the following problem:
- In Zendesk, when we create āinternal notesā (private notes) in a ticket, those _internal notes_ do not produce a Discourse _whisper_
- I implemented a webhook in Zendesk to create a _whisper_ for every _internal note_, however, that _whisper_ is then pushed to Zendesk because of the normal work of the plugin.
So, my question is: is there a way of preventing the plugin from creating a new comment on Zendesk when I create the _whispers_ from the _internal notes_, as described above?
I know I can disable the sync for all posts, but the goal would be to not sync just those whispers that I create via the Discourse API.
Do you know if there is an easy fix for that?
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### Author:  [@TheDevBird](https://meta.discourse.org/u/TheDevBird)
#### Post date: [September 8, 2023, 5:14pm UTC](https://meta.discourse.org/t/discourse-zendesk/68005/46 "2023-09-08T17:14:14Z")
Hey!
Iām not sure if this is the right place to report a bug, so let me know if I should move this somewhere else.
We have been using this plugin for a few weeks now and it has worked well overall. However, we have found one issue where the plugin seems to double-sync comments. What I think is happening is:
1. User sends a post in Discourse
2. It is synced into Zendesk
3. The sync plugin sees the new comment in Zendesk and syncs it back into Discourse
Here is what we are seeing visually where John (the admin who set up the plugin) sometimes sends duplicates of other userās messages without his intervention. This is coming from the discourse sync plugin:
On the Zendesk side, we do not see any duplicate Replies, and only see the one from the user (canāt post a second screenshot due to the limits of this forum).
Expanding the history view of the ticket doesnāt show any abnormalities on Zendesk.
Any ideas on what could be going wrong or how we can debug this?
Thanks!
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### Author:  [@jessii](https://meta.discourse.org/u/jessii)
#### Post date: [September 13, 2023, 11:26am UTC](https://meta.discourse.org/t/discourse-zendesk/68005/48 "2023-09-13T11:26:47Z")
Hey Shane! Iāve tried testing this out to see if I can replicate the issue but so far Iām not running into the same issue.
> [@TheDevBird](#):
>
> The sync plugin sees the new comment in Zendesk and syncs it back into Discourse
To confirm, it sounds like ZD is just automatically sending back the comment to Discourse. John isnāt quoting or copying/pasting the comment?
Did you setup any [additional triggers](https://meta.discourse.org/t/enable-zendesk-two-way-sync/177412) on ZD when you first setup the plugin?
---
### Author:  [@TheDevBird](https://meta.discourse.org/u/TheDevBird)
#### Post date: [September 13, 2023, 6:57pm UTC](https://meta.discourse.org/t/discourse-zendesk/68005/49 "2023-09-13T18:57:34Z")
Thanks for jumping in! Yeah, this is a software issue, John isnāt posting these messages himself.
I will look into our triggers and test disabling them and re-enabling. Unfortunately, I havenāt found any similarities between when or why this happens, so I donāt have a direct way to repro.
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### Author:  [@TheDevBird](https://meta.discourse.org/u/TheDevBird)
#### Post date: [September 13, 2023, 7:51pm UTC](https://meta.discourse.org/t/discourse-zendesk/68005/50 "2023-09-13T19:51:02Z")
I found a trigger that, whenever a ticket is updated and it has the `discourse` tag, it will notify the Discourse sync webhook through a PUT request. I wasnāt the one who set up the plugin, but could this be the culprit?
Other than that trigger, I donāt see any other automations that would be interfering. I have asked our Discoruse admins to return a list of all of Johnās comments (including the ones we deleted) so I can cross-reference each instance to attempt to find a connection.
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### Author:  [@PeakProsperity](https://meta.discourse.org/u/PeakProsperity)
#### Post date: [November 9, 2023, 12:33pm UTC](https://meta.discourse.org/t/discourse-zendesk/68005/51 "2023-11-09T12:33:32Z")
Iāve been using and really liking the Zendesk plugin. However, something unexpected just happened. When another member of the team (somebody who used to be an agent in Zendesk) replied to a thread in Discourse, Zendesk sent the message back to Discourse. So, itās posted in the Discourse topic twice, once authored by the team member who posted it in Discourse, and again by the current assignee of the ticket in Zendesk.
Has anybody run into this and have a solution?
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### Author:  [@abinash889](https://meta.discourse.org/u/abinash889)
#### Post date: [August 27, 2024, 3:15am UTC](https://meta.discourse.org/t/discourse-zendesk/68005/52 "2024-08-27T03:15:45Z")
Hello,
Iām encountering an issue where private topics created on the community side are not being generated in Zendesk. Could someone please advise if there are any specific settings or configurations needed to ensure that private topics are correctly synced to Zendesk?
Thank you in advance for your help.
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### Author:  [@gormus](https://meta.discourse.org/u/gormus)
#### Post date: [July 15, 2025, 8:33am UTC](https://meta.discourse.org/t/discourse-zendesk/68005/53 "2025-07-15T08:33:44Z")
I have a feature request : )
I see that the āCreate/View Zendesk Ticketā buttons are only visible to staff.
Could the visibility of these buttons controlled by new `zendesk_create_ticket_allowed_groups` and `zendesk_view_ticket_allowed_groups` plugin settings for more flexibility?
I donāt necessarily want to grand admin or moderator roles to our support teams. They are of-course the admins of their (Zendesk) domain, but IMHO that doesnāt always justify extended privileges on Discourse.
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### Author:  [@tobiaseigen](https://meta.discourse.org/u/tobiaseigen)
#### Post date: [July 16, 2025, 9:55pm UTC](https://meta.discourse.org/t/discourse-zendesk/68005/54 "2025-07-16T21:55:32Z")
š„³ This plugin is now bundled with Discourse core as part of [Bundling more popular plugins with Discourse core](https://meta.discourse.org/t/bundling-more-popular-plugins-with-discourse-core/373574). If you are self-hosting and use the plugin, you need to remove it from your `app.yml` before your next upgrade.
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### Author:  [@tgxworld](https://meta.discourse.org/u/tgxworld)
#### Post date: [September 1, 2026, 4:40am UTC](https://meta.discourse.org/t/discourse-zendesk/68005/57 "2026-09-01T04:40:21Z")
@gormus I was updating the plugin to support OAuth tokens for authenticating with Zendesk and saw your request here. Was curious if group based visibility of the zendesk buttons is still something that will still be helpful to you.