Zendesk

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.

2. What the Zendesk integration enables

Capability	Description
Automation workflows	Build 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

Prerequisites

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

Create an API Token

1. In Zendesk, click the gear icon (Admin) in the left sidebar
2. Navigate to Apps and integrations → API Tokens

3. Enable Token access if not already enabled
4. Click + Add API token

5. Add description: “Serval Integration”
6. Copy the generated token (shown only once)
7. Click Save

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4. Serval Configuration

1. In Serval go to Apps → Available → Zendesk → Connect

2. Enter the following:

   Field	Description
   Instance Name	Friendly name (e.g., “Production Zendesk”)
   Service Instance ID	Your Zendesk domain (e.g., company.zendesk.com)
   Email Address	Email of a Zendesk admin or agent
   API Token	The API token from step 3

3. Click Save

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