🛠️ How to Connect Zendesk to monday.com via API

Overview:
This article walks you through the steps to connect your Zendesk instance to monday.com using API keys and webhook functionality. This setup allows ticket updates from Zendesk to sync with items on your monday.com boards.

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✅ Step 1: Get Your Zendesk API Token

1. Go to your Zendesk Admin Center.

2. Navigate to: Apps and Integrations > APIs > Zendesk API.

3. Enable Token Access (if not already enabled).

4. Click Add API Token, give it a name like "monday integration", and copy the generated token.

5. Save the token securely — you’ll need it in Step 3.

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✅ Step 2: Set Up a monday.com Board for Zendesk Tickets

1. Log in to your monday.com account.

2. Create a new board called Zendesk Tickets (or use an existing one).

3. Add columns like:

   • Ticket ID

   • Status

   • Subject

   • Requester Email

   • Last Update

4. Note the Board ID (visible in the URL) — you’ll need it later.

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✅ Step 3: Create a Custom Webhook in Zendesk

1. In Zendesk, go to: Admin Center > Apps and Integrations > Webhooks.

2. Click Create Webhook:

   • Name: monday.com webhook

   • Endpoint URL: https://api.monday.com/v2

   • Method: POST

   • Content Type: JSON

3. Under Authentication, use your monday.com API Key (found in monday.com under Admin > API).

4. Save the webhook.

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✅ Step 4: Set Up a Trigger to Send Ticket Data

1. In Zendesk, go to: Admin Center > Objects and Rules > Triggers.

2. Create a new trigger:

   • Title: Send to monday.com

   • Conditions:

     • Ticket is Updated

     • Status is Open or Pending

   • Actions:

     • Notify active webhook (select the one you just created)

     • JSON body example:

       {
         "query": "mutation { create_item (board_id: BOARD_ID, item_name: \"{{ticket.title}}\", column_values: \"{\\\"text\\\": \\\"{{ticket.description}}\\\"}\") { id }}"
       }
       

     • Replace BOARD_ID with your monday board ID.

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✅ Step 5: Test the Connection

1. Go to Zendesk and update a test ticket.

2. Check your monday.com board — a new item should appear with ticket info.

3. Troubleshoot if nothing appears (check webhook logs or JSON formatting).