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Zendesk

Zendesk is often where the most feedback lives — and where the most feedback dies. Your agents resolve tickets, tag them, close them, and move on. Meanwhile, the product team is in a different tool entirely, making decisions based on gut feel and whoever spoke up loudest in the last meeting. Pilea connects to Zendesk and pulls in your tickets automatically — full conversation threads, not just subject lines. Every piece of feedback gets structured, tagged, and connected to the customer behind it, including their revenue. So instead of "a lot of people are asking about exports," you get "34 customers representing 120K ARR mentioned export issues this month." Your support team keeps working in Zendesk like they always have. But now, all that signal they're hearing every day actually makes it to the people building the product.

Support & CRM

Installation

Do you have
admin access?

Administrator access is required to set up this integration.

You'll need to provide:

  1. Your Zendesk URL (e.g., yourcompany.zendesk.com)
  2. Zendesk username (admin account recommended)
  3. Zendesk API token (generate this in your Zendesk admin settings)

Finding required information

1. Your Zendesk URL

  • This is the web address you use to access your Zendesk account
  • Format: yourcompany.zendesk.com
  • You can find this in your browser's address bar when logged into Zendesk

2. Zendesk Username

  • This should be an admin account with API access permissions
  • To check if your account has admin access:
    • Click on your profile icon in the top right corner
    • Select "View profile"
    • Look for "Role" - you need "Administrator" role
  • If you don't have admin access, contact your Zendesk administrator

3. Zendesk API Token

  • Navigate to Admin Center (gear icon in sidebar)
  • Select Apps and Integrations from the left menu
  • Click on APIs
  • Select the Zendesk API tab
  • In the Token Access section, click Add API Token
  • Enter "Pilea Integration" as the description
  • Copy the token that appears (important: this token will only be shown once)

Security Note: Create a dedicated admin account for integrations rather than using your personal account to ensure continuity if staff changes occur.

Map tags to products

Mapping connects your Zendesk tags to products in Pilea, determining how tickets are categorized during import.

Why it matters:

  • Properly organized feedback makes trends easier to spot
  • You control which tickets are analyzed and which are excluded
  • Your analysis becomes more relevant to specific product areas

Tickets without tags will either use your default product or be excluded from import based on your settings.

How to use

  • Once connected, Pilea will automatically sync with your Zendesk account
  • All new tickets will be automatically processed and analyzed for insights