Zendesk Ticketing Integration

This guide walks through connecting Zendesk to AptEdge using OAuth, and installing the AptEdge app within Zendesk.

Create an OAuth Client in Zendesk

To enable secure API access, create an OAuth client in Zendesk.

1. Navigate to the Zendesk Admin Center

2. In the left sidebar, go to:
   Apps and Integrations → APIs → Zendesk API

3. Select the OAuth Clients tab

4. Click Add OAuth Client

Configure OAuth Client

• Client Name: AptEdge (or a name that is easily identifiable)

• Description: AptEdge connects to your Zendesk data to surface relevant knowledge and insights directly within your support workflows. (Or another description that suits)

• Company: AptEdge

• Identifier: aptedge (will be used in a later step)

• Client Kind: Confidential

• Redirect URL:
  https://<your_instance_name>.aptedge.io/zendesk/callback

5. Click Save

   After saving, Zendesk will generate:

   OAuth Client ID

   OAuth Client Secret

   🔐 Store these securely — they will be used in AptEdge.

Connect Zendesk in AptEdge

1. Navigate to your AptEdge instance:
   https://<your_instance_name>.aptedge.io

2. Click the ⚙️ Gear icon → Settings → Integrations

3. Under Support Tickets → Zendesk, click Connect

4. Enter the following:

   • Instance Name (your Zendesk subdomain, e.g., companyname)

   • OAuth Client ID (the identifier you set in the previous step)

   • OAuth Client Secret

5. Click Authorize

Authorize the Connection

After clicking Authorize, you will be redirected to Zendesk to complete authorization.

⚠️ Important:
You should log in as a Zendesk Admin or the designated integration account, not your personal user (if different).

The OAuth authorization determines which Zendesk user the integration runs as.

1. Log in to Zendesk when prompted

2. Approve access for the AptEdge application

Verify Connection

• After authorization, you will be redirected back to AptEdge

• The Zendesk integration should display as connected (green check mark)

If not:

• Verify your Client ID and Secret

• Confirm the instance name is correct

• Retry authorization

From here, please continue with the AptEdge Zendesk App Installation Guide