Connect Zendesk | Justwon docs

Before you start

In Justwon: you must be an owner or an admin of the workspace. A Zendesk connection belongs to the whole workspace. See Roles.
In Zendesk: sign in as an administrator of the Zendesk account you want to connect.
Your Zendesk subdomain: the part before .zendesk.com in your Zendesk address. For acme.zendesk.com it is acme. If your helpdesk is known by your own address, such as help.yourcompany.com, use the .zendesk.com name behind it.

Install and connect

The steps start on the Available tab of Integrations. Selecting Zendesk there opens the sheet where you type your subdomain and start the connection.

Sign in to https://app.justwon.ai and open Integrations.
Open the Available tab, find Zendesk and select it. Its card says Connect.
In Zendesk subdomain, type your subdomain. The field already shows .zendesk.com after it, so type only the first part.
Select Connect Zendesk. A Zendesk window opens.
Sign in to Zendesk as an administrator. Zendesk shows the access Justwon asks for. Allow it.
The window shows Connected. Close it.

Justwon starts its first read as soon as the connection is made. There is nothing to choose first.

What Justwon reads and does

Justwon reads the tickets of your Zendesk account, with their comments, and the list of Zendesk users, so it can match the people on a ticket to the people in your workspace. The first read goes back seven years, counted from each ticket's last update. A ticket that has been quiet for longer is not read. After that, Justwon keeps reading on a schedule.

Open the connection and its Configuration tab to decide what Justwon may do. Under What Justwon may do, nothing is ticked until you tick it:

Reply to a customer on a ticket lets Justwon propose a public reply.
Add a note to a record lets Justwon propose a private note that only your team sees.
Change the value of a field on a record lets Justwon propose a change to a ticket's status, priority or assignee. It cannot close a ticket.

Every one of these waits for a person to approve it. A public reply reaches your customer and cannot be recalled, and a note cannot be taken back, so Justwon asks first whatever the autonomy level of the workspace. See what the agent does.

Permissions

Permission	What it is used for
Read support data · `read`	Justwon reads records from your Zendesk so it can resolve them into one picture of each customer account. It does not change them.
Read tickets · `tickets:read`	Justwon reads tickets from your Zendesk so it can resolve them into one picture of each customer account. It does not change them.
Read users · `users:read`	Justwon reads Zendesk's list of users so it can match the people on your customers' accounts to your own team, and show who owns what.
Change tickets · `tickets:write`	Justwon can reply to ticket, add internal note and update ticket field in your Zendesk, only when your team has approved it or has allowed that kind of action to run on its own. Each one is logged and shown to you with its sources.

The write permission is the one that lets Justwon change tickets. Justwon uses it only for the three actions above.

Disconnect

Open Integrations and the Connected tab, and select the Zendesk connection.
Open the Configuration tab. Under Disconnecting, select the button for Zendesk, then select Disconnect.

The sources it came from are closed, and are not shown or quoted again. After ten days Justwon removes the content it read from the tool; what Justwon worked out from it stays with the account. Reconnect within ten days to bring the sources back. Values filled in through field mappings are cleared, except a contract's dates. Nothing new comes in. What stays is the facts, scores and assessments, and the people and companies.

Justwon does not tell Zendesk that you disconnected, so the access stays listed in Zendesk until you remove it there.

Remove Justwon from Zendesk

In Zendesk, open the Admin Center and go to Apps and integrations, then APIs.
Open the list of external OAuth clients, select Justwon, and delete its token.

Removing it stops Justwon reading. To connect again, follow the steps under Install and connect.

If the connection does not finish

Justwon says it is not a Zendesk subdomain. Type only the part before .zendesk.com: letters, digits and hyphens, with no dots, slashes or spaces.
A message says to sign in to Justwon and start again from the same browser. Sign in to Justwon in the browser you are using, then start again from Integrations.
The connection stops later and asks you to reconnect. Zendesk ended the access. Select the connection and reconnect it. The configuration and everything already read are kept. See a connection that is stuck.