Zendesk

Configuration guide for the Recurly Engage Zendesk integration, enabling support workflows to be triggered directly from prompts.

Overview

Required plan

This feature or setting is available to all customers on any Recurly Engage subscription plan.

Prerequisites & limitations

  • You must have Company, App Administrator, or App Member permissions in Recurly Engage.
  • Your Zendesk account must support API token authentication and you must have an admin-generated token.

Definition

The Zendesk integration allows Recurly Engage prompts to perform support actions—like creating tickets, assigning agents, and managing user status—directly in your Zendesk instance.

Key benefits

  • Automate ticket creation: Instantly log support tickets when users interact with prompts.
  • Streamline support workflows: Assign, prioritize, or suspend users without leaving your app’s interface.
  • Improve response times: Reduce manual hand-offs by handling common support tasks programmatically.

Key details

Required settings

  • Domain (e.g., yourcompany.zendesk.com)
  • API Key (aka API Token)
  • Username (Zendesk account email)

Supported actions

ActionDescriptionUser DependenciesAdditional Instructions
Create support ticket with notification of offer acceptanceCreates a support ticket with information about the user and promptn/a
Set priority of all existing ticketsSets priority attribute for all tickets created by the userzendesk_id or email_addressSelect the priority level on the prompt screen
Assign all existing tickets to a specific agentAssigns all tickets created by the user to one agentzendesk_id or email_addressSelect the agent on the prompt screen. Manage agents under Admin > People > Agents in Zendesk dashboard
Suspend userSets the user to suspended statezendesk_id or email_address
Restore suspended userRestores the user from suspended statezendesk_id or email_address
Assign all existing tickets to a groupAssigns all tickets created by the user to a groupzendesk_id or email_addressSelect the group on the prompt screen. Manage groups under Admin > People > Groups in Zendesk dashboard
Delete all ticketsDeletes all tickets created by the userzendesk_id or email_address
Set status of all existing ticketsSets status of all tickets created by the userzendesk_id or email_addressSelect the status on the prompt screen
Delete and spam all existing ticketsMarks all tickets created by the user as spamzendesk_id or email_address

Additional resources

Zendesk API token