Get started with Zendesk on HexaSync

Q: Can I change which events are received instantly?

Yes. You can turn each row on or off in Zendesk Connector → References → Webhook Events. HexaSync updates the webhooks in Zendesk within 15 minutes. If you need to add a new event to the list, contact HexaSync.

This guide explains how to connect Zendesk to HexaSync to automatically copy tickets, users, organizations and comments from Zendesk. Use it when you connect for the first time or need to re-authorize a Zendesk Connector App that is already in use.

Before you start

A Beehexa account. If you do not have one yet, sign up on the same page.
A Zendesk account with admin permission (Admin). A trial account can also be connected.
Your Zendesk subdomain: the part before .zendesk.com in your Zendesk address. For example, with https://acme.zendesk.com, the subdomain is acme.

Note: In HexaSync, a Connector App is the app that connects to Zendesk. The Zendesk Connector connects with an OAuth client created by a Zendesk administrator, which has an Identifier and a Secret.

Part 1: Create an OAuth client in Zendesk

Step 1: Open the OAuth clients list

Sign in to Zendesk with an admin account and open Admin Center.
Select Apps and integrations → APIs → OAuth clients.
Select Add OAuth client.
If you have not activated the API yet, the screen shows the sentence I understand that access to and use of the Zendesk APIs is governed by the Zendesk Developer Terms. Tick the box to agree, then select Add OAuth client.

Step 2: Fill in the OAuth client details

Fill in the details from this table:

Field	Value to enter or select
Name	HexaSync
Description	HexaSync Automation Engine
Identifier	Zendesk fills this in from Name, for example `hexasync`. Leave it as it is.
Client kind	Confidential
Redirect URLs	The address in the box below
Scopes	Leave empty

In Redirect URLs, enter exactly this address:

https://app.hexasync.com

Select Save.

Step 3: Copy the Identifier and Secret

After you save, the Secret box appears at the bottom of the page. Select Copy and store the Secret in a safe place.
Write down the Identifier.
Select Save one more time to finish. This action is required.

Note:

Zendesk shows the full Secret only once. If you lose it, delete this OAuth client and create a new one.

The OAuth clients list has a Client ID column, which is a number. HexaSync needs the Identifier, which is text, for example hexasync.

Part 2: Authorize the Zendesk connection on HexaSync

Step 2: Start connecting Zendesk

Open the Zendesk connection setup page on HexaSync.
On the Check connection details screen, select Connect in the Zendesk section.

Step 3: Choose the Zendesk account

First connection: HexaSync goes straight to the screen where you enter the details in Step 4.
Using a new OAuth client: select I will register my Zendesk account. HexaSync goes straight to the screen where you enter the details in Step 4.
Zendesk was connected on HexaSync before: HexaSync shows that account. Select the account to reuse it, then go to Step 5.

Step 4: Enter the details and confirm

On the Register your Zendesk account screen, enter the Zendesk Subdomain, Identifier and Client Secret you saved in Part 1.
Select Continue.
Wait for the message that the authorization succeeded: Zendesk has the Connected status.
Select Create Zendesk Connector.

You do not need to create a webhook in Zendesk: the Connector App registers the webhook for new comments by itself (see Step 3 in Part 4).

Step 5: Name the Zendesk Connector App

On the Enter Connector App Name screen, HexaSync suggests a Connector App name that includes the Zendesk subdomain, for example [acme] Zendesk Connector. Edit the name if needed.
Check the content of the Description field.
Select Continue.

Note: The setup takes a few minutes. Stay on the page during this time.

Step 6: Finish the Zendesk Connector App

After the setup, the system takes you to the new Zendesk Connector App automatically. The Connector App has tasks that get ticket, user, organization and comment data from your Zendesk. You can review it in Connector Apps.

Next, check the connection and the data as described in Part 4.

Part 3: Re-authorize the Zendesk connection

Do this when the OAuth client has been deleted, the Secret has changed or the connection reports an access error.

Note: Update the Connector App that is in use; do not create a new Connector App to fix an access error.

Step 1: Create a new OAuth client if needed

If the old OAuth client has been deleted or you no longer have the Secret, create a new OAuth client as described in Part 1.

Step 2: Open the Connector App Settings

Open Connector Apps and select the Zendesk Connector App. Select Settings in the left menu, then open Integration Apps & Credentials.

Step 3: Select Re-authorize

Find the Zendesk row and select Re-authorize.
Select I will register my Zendesk account, then enter the current Subdomain, Identifier and Secret as in Step 4 in Part 2.
Wait for the success message, then check the connection as described in Part 4.

Part 4: Check the connection and data

Step 1: Check the connection details

Open the Zendesk Connector App and go to Settings → Integration Apps & Credentials. The Zendesk row has the Connected status.

Step 2: Check the data

In the task list, open a task to check the data. Wait for the first data run to finish; the first time, HexaSync copies all the data in Zendesk.

Tickets: check the ticket ID, subject, status, priority, requester and assignee.
Users: check the name, email and role of each user.
Organizations: check the name and domain of each organization.
Ticket Comments: check the comment content of each ticket.

After the first run, tickets and comments are updated every 15 minutes, and users and organizations every hour. New comments arrive right away through the webhook.

For a quick test, add a comment to a ticket in Zendesk and check that the comment appears in the Ticket Comments task.

Step 3: Check the events received instantly

On your Zendesk Connector page, open the References list.
Open the Webhook Events table.
Check the events that have been registered. Each row is a Zendesk event that HexaSync receives as soon as it happens.

HexaSync creates one HexaSync <event> webhook in Zendesk for each row and checks them again every 15 minutes.

Part 5: Common errors and how to fix them

Message	How to fix it
HexaSync Could Not Verify The Stored Connection	HexaSync could not get authorized access to the Zendesk account. This usually happens because Save was not selected a second time after the Secret was copied in Zendesk (Step 3 in Part 1). Go back to HexaSync, select Back to connection and re-authorize as described in Part 3.
We Couldn’t Verify Your Zendesk Account	Zendesk did not accept the details. Check the subdomain, Identifier and Secret; the OAuth client must be Confidential and created by an administrator. Then select Edit the account details.
We Couldn’t Store Your Zendesk Connection	The OAuth client has been deleted or the Secret has changed. Select Back to connection and re-authorize as described in Part 3.
Connector App Quota Reached	You have used all the Connector Apps you are allowed. Contact support@beehexa.com to raise the limit.

For other cases, send the information listed in Part 7 to support@beehexa.com.

Part 6: Protect your credentials and stop the connection

Enter the Identifier and Secret directly on the HexaSync authorization screen. Do not put the Secret in group chats, ordinary email or error screenshots. HexaSync stores the Secret in encrypted form.

To stop the connection:

Ask Beehexa to turn off the schedules and disconnect the connection in HexaSync.
A Zendesk administrator can delete the HexaSync OAuth client and the HexaSync webhooks in Admin Center.

Note: Stopping the connection does not delete the data that has already been synced.

Part 7: Information to send Beehexa when you need support

Company name, Connector App name and connection type: Zendesk.
Zendesk subdomain, the step you were on, when the error happened and the error message.
Recent changes to the OAuth client or admin permissions.

Screenshots must hide the Secret and sensitive data. Contact the Beehexa person who supports your company, or support@beehexa.com.

See also the Beehexa Privacy Policy and the Beehexa Support Policy.

Part 8: Frequently asked questions

How do I connect Zendesk on HexaSync?

The process has two parts: create an OAuth client in Zendesk Admin Center, then on HexaSync enter the Subdomain, Identifier and Secret, name the Connector App and open the Connector App to check it.

Why not use a Zendesk API token?

Zendesk is phasing out API tokens. An OAuth client is the recommended way to connect Zendesk.

What data does HexaSync get from Zendesk?

The Zendesk Connector App gets tickets, users, organizations and ticket comments.

Does HexaSync write or change data in Zendesk?

No. HexaSync only reads Zendesk data. The only things HexaSync creates in Zendesk are the HexaSync webhooks for the events in the Webhook Events table (see Step 3 in Part 4).

Can I change which events are received instantly?

Yes. You can turn each row on or off in Zendesk Connector → References → Webhook Events. HexaSync updates the webhooks in Zendesk within 15 minutes. If you need to add a new event to the list, contact HexaSync.

What happens if the person who created the OAuth client leaves the company?

The connection uses the access of the administrator who created the OAuth client. If that account is deleted or loses its admin permission, the connection stops working. In that case, another administrator creates a new OAuth client and re-authorizes as described in Part 3.