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Import Zendesk tickets

Quick start​

Connect Zendesk in NEXT, enable the Teamspace subscription for this import, and let the scheduled sync pull Zendesk tickets and ticket conversations into NEXT as Highlights.

Why integrate with Zendesk?​

Zendesk is often the operational home of customer pain. Tickets contain direct descriptions of what broke, what confused users, and where workflows fail. Importing Zendesk into NEXT makes that support signal analyzable next to calls, reviews, and surveys.

  • It turns ticket traffic into a structured source of customer insight.
  • It helps product teams understand support demand without living in the helpdesk.
  • It makes it easier to compare written support volume with what customers say in other channels.

What gets imported​

  • Object in NEXT: Highlights
  • Source objects: Zendesk tickets and ticket conversations
  • Included fields: Ticket subject, ticket text, requester details, status, tags, and source identifiers when available.

Authentication​

Zendesk credentials configured in the integration settings.

Connection notes​

  • Connect Zendesk with the credentials or tokens required for your Zendesk environment.
  • Enable the text subscription in the Teamspace that should receive imported support tickets.

Configuration notes​

  • The text subscription imports new or changed tickets incrementally after each successful sync.
  • Use Teamspace-level configuration to keep imported support items routed to the right workspace.

Limitations​

  • Only the ticket fields exposed by the configured Zendesk setup are imported.
  • The integration can only read tickets visible to the configured credentials.

Troubleshooting​

  • If tickets stop importing, confirm the configured Zendesk credentials still have API access.
  • If the wrong import type is active, check whether the text subscription is enabled instead of the audio subscription.

FAQ​

What does NEXT create from each Zendesk ticket?​

Each imported ticket becomes a Highlight so support demand can be analyzed with other text-based feedback.

Can I use this together with Zendesk voice imports?​

Yes. Zendesk ticket text and Zendesk voice recordings are separate import types and can both be enabled.