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1. About Zendesk

Zendesk is a customer service platform for support ticketing, knowledge management, and customer engagement. Connecting Zendesk to Serval enables automated ticket management and user provisioning workflows.

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2. What the Zendesk integration enables

CapabilityDescription
Automation workflowsBuild workflows to streamline customer support processes, ticket escalation, and user management
Anything defined in the Zendesk API can be accessed through Serval.

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3. Zendesk configuration

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Prerequisites

  • Admin permissions in your Zendesk instance
  • Your Zendesk domain (e.g., company.zendesk.com)

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Create an API Token

  1. In Zendesk, click the gear icon (Admin) in the left sidebar
  2. Navigate to Apps and integrations → API Tokens
Zendesk Apps and integrations sidebar
  1. Enable Token access if not already enabled
  2. Click + Add API token
Add API token button
  1. Add description: “Serval Integration”
  2. Copy the generated token (shown only once)
  3. Click Save
Create API token screen

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4. Serval Configuration

  1. In Serval go to Apps → Available → Zendesk → Connect
  2. Enter the following:
    FieldDescription
    Instance NameFriendly name (e.g., “Production Zendesk”)
    Service Instance IDYour Zendesk domain (e.g., company.zendesk.com)
    Email AddressEmail of a Zendesk admin or agent
    API TokenThe API token from step 3
  3. Click Save
Need help? Contact support@serval.com for assistance.