> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connectly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

> Route inbound WhatsApp conversations to Zendesk tickets and reply to customers directly from the Zendesk interface 🖇️

With the Zendesk integration, inbound WhatsApp messages from your customers are surfaced as tickets in Zendesk. When your team replies to a ticket, the customer receives a WhatsApp message with the reply — keeping the entire conversation in one place.

## Prerequisites

* A fully onboarded Connectly account with a working WhatsApp business number.
* A Zendesk account with API access.

<Warning>
  You must contact your Account Manager to request Zendesk integration access before starting setup. The integration will not work without this step.
</Warning>

***

## Setup

<Steps>
  <Step title="Generate a Zendesk API token">
    Follow [Zendesk's guide to generating an API token](https://support.zendesk.com/hc/en-us/articles/4408889192858-Generating-a-new-API-token). This token gives Connectly read access to your Zendesk ticket data only.
  </Step>

  <Step title="Find your Zendesk subdomain">
    Your Zendesk domain is in the format `COMPANY.zendesk.com`. See [this guide](https://support.zendesk.com/hc/en-us/articles/4409381383578-Where-can-I-find-my-Zendesk-subdomain-) if you're unsure where to find it.
  </Step>

  <Step title="Send your details to Connectly">
    Email your Account Manager with the following:

    * Zendesk API key
    * Zendesk domain (e.g. `yourcompany.zendesk.com`)
    * WhatsApp welcome message contents
    * Zendesk ticket subject line
    * Zendesk first ticket comment text

    Connectly will complete the integration setup on your behalf.
  </Step>
</Steps>

***

## What Connectly can access

| Resource                        | Access                                                                      |
| ------------------------------- | --------------------------------------------------------------------------- |
| Zendesk ticket data             | Read only — scoped to the API token you provide                             |
| WhatsApp account & phone number | Full management via Meta — messages, WABA info, delivery stats, and billing |

**Security & privacy:** All customer data is encrypted at rest and in transit. See [Connectly's privacy policy](https://www.connectly.ai/privacypolicy) for full details.