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

In order to create a new integration with Zendesk, the following must first be true:

  • You must have a user role of either Admin or Team Leader in Social Media Management
  • You must be an Admin in your Zendesk instance 
  • You must have enabled API Settings in your Zendesk instance

Once all the above conditions have been met, 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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