If you are using Zendesk as a customer support tool, it is probably a major product feedback channel for your company.

To help you keep track of this valuable customer feedback and merge it with your other feedback channels, we have built an integration that lets support agents push relevant Zendesk tickets directly into your Harvestr inbox, and even categorize feedback right from Zendesk.

To use our Zendesk integration, you need:

Once the integration is set up and authorized by one of your company's Zendesk admins, any Zendesk agent can use the app without needing a Harvestr account.

The setup starts in Harvestr. Go to Settings > Integrations > Zendesk and click Connect a Zendesk workspace. A Finish setting up Zendesk checklist opens with three steps.

Requirements: you must have administrator permissions in Zendesk Support to set up the integration.

Click Open in Zendesk Marketplace and install the Harvestr app (also available from the Zendesk apps marketplace). The installation page in Zendesk will ask for an "Authentication token".

Back in Harvestr, click Copy next to Harvestr API key.

Jump back to the Harvestr app installation settings in Zendesk (always accessible at Admin → Apps → Manage → Harvestr → App configuration). Paste the API key into the "Authentication token" field.

Note: if you want to restrict access to just administrators or just agents, click Enable Role Restrictions before installing and choose the users.

Press the install button. Harvestr will appear in your "Currently installed" apps in Zendesk, marked as "Enabled".

In Harvestr, enter your Zendesk URL (for example company.zendesk.com) and click Authorize. Zendesk opens in a new window so a Zendesk admin can approve Harvestr.

Your support team can now use the Harvestr integration in Zendesk. The Harvestr API key stays available in the Sending from Zendesk card if you need it again.

Once connected, Settings > Integrations > Zendesk lets you choose:

Click Save at the bottom of the page to apply your changes. To connect several Zendesk workspaces, click Connect another workspace.

Open a Zendesk ticket, click the Apps button in the upper-right corner, and the Harvestr widget appears. If not, click the Refresh button above.

When a support rep receives a ticket from a customer that's interesting for the product team, like a feature request, they click the Send to Harvestr button to push the whole ticket to Harvestr.

You get the ticket in your Harvestr inbox with all the messages, plus the identity and email of the Zendesk requester if they're available.

If the feedback is related to a topic that already exists in your Harvestr account, support reps can link the conversation to an existing discovery.

This option is available when Let agents link tickets to discoveries is on, in Settings > Integrations > Zendesk.

Clicking Link to discovery opens the list of Components and Discoveries in your Harvestr organization. The rep searches and selects the right Discovery.

The conversation is sent straight to the Processed folder of your Harvestr inbox, already linked to the right Discovery.

When you send a Zendesk ticket to Harvestr, the entire ticket comes across, including the back-and-forth between your support agent and the customer. That's useful for context, but it's a lot for a PM to read if all they need is the underlying product feedback.

A small habit fixes this: before sending the ticket, add an internal note that summarizes the feedback in two or three sentences.

The internal note travels with the ticket, so when the PM opens the feedback in Harvestr they see your summary at the top, with the full conversation underneath if they need to dig in.

Original ticket: a long back-and-forth about CSV exports timing out for a customer with large datasets.

Internal note summary before sending:

The PM now has everything they need in three sentences. The full conversation is one click away if they want details.

Agents don't always think to send a ticket to Harvestr. With auto-import, available on the Elite plan, Harvestr reviews your solved Zendesk tickets and imports the ones that contain product feedback, without anyone having to send them.

Once your Zendesk URL is authorized, go to Settings > Integrations > Zendesk, turn on the switch on the Auto-import product feedback card, and click Save. If you've connected several Zendesk workspaces, pick each workspace at the top of the page and repeat.

Once it's on:

Harvestr reviews tickets with a public reply from the customer. Internal notes are never read.

Harvestr skips how-to questions that end settled, where the customer got what they wanted from the product as it works today. A question answered with "not possible today" still counts as a feature request, and bug reports are always imported.

The card shows where auto-import stands (Importing the last 30 days, Waiting for the first check, live with the time of the last check, or Last check did not finish), how many tickets were reviewed and imported this month, and how much of your AI allowance is left.

Auto-imported tickets are kept out of your New folder and your Custom Inboxes, so they don't mix with the feedback your team sent on purpose. HAI extracts the feedback they contain and suggests matching discoveries, which you review in Catch up.

Nothing is posted on the ticket when it is auto-imported, since no agent sent it. Once your team acts on its feedback, the feedback loop notes you've turned on are posted as usual.

In Harvestr, you get all these tickets in your inbox alongside feedback from every other tool you've connected.

For each Zendesk ticket sent to Harvestr, we import all the messages and users that belong to that ticket. You also get a button with the Zendesk logo at the top of the feedback that links to the ticket in Zendesk, handy if you need more context.

From there, you can capture product insights from these Zendesk tickets and link them to discoveries you're working on in Harvestr.

Harvestr posts an internal note on the Zendesk ticket, so the agent who sent it knows what happened to the feedback and can update the customer. Harvestr never contacts your customer directly.

The events are set once for your whole organization, in Settings > Notifications. Zendesk follows these organization rules unless you give it its own: open Zendesk in the Per-channel rules card and choose Customised, or Off to never post on Zendesk tickets. The events you can turn on:

The Notifications card on the Zendesk integration page summarizes what is currently on. Its Configure button opens the notification settings.

If the ticket was closed in the meantime, Harvestr can reopen it, so the note lands back in the agent's queue. This is the Reopen support tickets if they are closed setting, at the bottom of the Organization rules card. Zendesk can override it in its own channel settings. Depending on your Zendesk settings, the reopening may also notify the agent from Zendesk.

For the full picture (who is notified, how to check what was sent), see Close the loop with feedback loop notifications.

All the messages and notes of a ticket (from your users and teammates) are sent to Harvestr.

If you don't see escalated tickets in your Harvestr inbox, try to refresh it.

You can only have a single version of a given Zendesk ticket in your Harvestr account. A ticket cannot be sent again to Harvestr unless you delete the previous version forever from your Harvestr bin.

If a ticket is sent to Harvestr and new messages are added to the ticket in Zendesk afterwards, those messages are automatically synchronized in Harvestr.

If the synchronization stops working, try the following steps:

If the Zendesk page in Harvestr shows a Reconnect button, click it instead: you keep your settings.