Setting Up a Zendesk Connection

The Social Media Management-Zendesk integration is built specifically to reduce clutter in your helpdesk, by allowing posts and comments within your Channels to be escalated to tickets by community managers, editors et al.

Setting Up the Integration

Any Social Media Management user with a user role of either Admin or Team Leader (in Social Media Management, not Zendesk) can create a new integration with Zendesk. To get started, please follow the steps below:

  1. From the bottom left, click your profile image.
  2. Click Settings.
  3. From the menu on the left, under Organization, click Integrations & API.
  4. Below the Zendesk icon, click Connect.
  5. When prompted, enter the following information relating to your Zendesk account:
    • Subdomain
    • Username
    • Password


You can find your account subdomain in your Zendesk URL: [subdomain]


Following a successful connection to Zendesk, Social Media Management users can now assign/forward content such as posts and comments to your Zendesk account as a new, unopened, unassigned ticket.

For more information on assigning Engage content to Zendesk and what the new ticket will contain, please visit the Help Center guide here.

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