# Zendesk

> Create Zendesk tickets from handed-off conversations with the transcript as a private comment.

Source: https://shopassist.coec.dk/docs/handoff/zendesk · Updated 2026-10-01

*(Growth and up)*

ShopAssist creates one Zendesk ticket per handoff. Conversations you hand off are sent to Zendesk under your own agreement with Zendesk.

## Connect [#connect]

1. Open **Handoff → Integrations → Zendesk** and enter your subdomain (the `acme` in `acme.zendesk.com`).
2. Approve access in Zendesk. ShopAssist asks for `tickets:read tickets:write users:read users:write`.
3. Optionally set a group id and up to 10 extra tags, then add **Zendesk** to your targets and click **Send test**. The test ticket is tagged `shopassist_test`.

## Tickets [#tickets]

* The subject is `[ShopAssist] <reason> – <shopper> (<store>)`; the summary and transcript are a **private** comment.
* A verified shopper becomes the ticket requester. Unverified shoppers are filed under a placeholder requester called "ShopAssist visitor", and their typed email appears in the comment after the warning line.
* Each ticket carries `external_id = hof_…`, so a retried delivery never creates a second ticket.

## Status updates [#status]

To mark the conversation resolved in ShopAssist when the ticket is solved, set up a [status webhook](/docs/handoff/helpdesk-status-webhooks#zendesk).

## Reconnecting [#reconnect]

ShopAssist keeps the connection alive by refreshing its tokens daily. If Zendesk revokes access, the integration shows **Reconnect required**, owners and admins get an email, and handoffs fall back to email until you reconnect.