Connect
In GoDesk CRM, open Settings, Integrations and API, Zendesk. Only GoDesk administrators see this page.
In Connect Zendesk, enter your Zendesk address, for example acme, and choose Connect. Sign in at your Zendesk as an administrator and allow GoDesk.
You come back to GoDesk and see your Zendesk account, how many tickets, people, organisations and groups it has, and its ticket statuses.
If you connected as an agent rather than an administrator, GoDesk tells you. Disconnect and connect again as an administrator, because the history import and change notifications need one.
Step 1: what syncs
Tickets: choose From Zendesk, Both ways or To Zendesk. Both ways is the default.
People and organisations always come from Zendesk. They are matched to your GoDesk contacts by email, then phone, and never doubled.
Calls to Zendesk: choose On the ticket they are about, Every call or Not at all. See Zendesk tickets during calls in GoDesk CRM.
How much ticket history: All of it, or the last 2 years, 12 months, 6 months or 3 months.
Step 2: people
Zendesk agents are matched to GoDesk users by email. Choose the GoDesk user for anyone who was not matched.
Ticket owners follow this both ways. A Zendesk agent who is not in GoDesk keeps their tickets in Zendesk, unassigned in GoDesk.
Step 3: groups and statuses
Zendesk groups are matched to GoDesk teams by name. Zendesk statuses are matched to GoDesk statuses by name, otherwise by kind: solved to resolved, pending and on hold to a status that pauses the SLA, closed to closed.
Change any match before you continue.
Step 4: first import
GoDesk shows what it is ready to bring in: organisations, people (including how many are already in GoDesk and will be matched, not doubled) and tickets.
Choose Start the import. History is brought in quietly: nobody is notified in GoDesk or in Zendesk. You can pause it and continue later.
When the import finishes, the sync goes live. Running Bring in again later adds only what is new or changed.
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