Ticketing Systems

Zendesk

Connect your Zendesk account to Ploy to automatically sync your Zendesk team members and keep Ploy's picture of who has access to your support platform up to date. The connection is read-only: Ploy requests read-only access and never makes changes in Zendesk.

Before you begin: you'll need admin access in Zendesk to create an OAuth client, and your Zendesk subdomain (e.g. "company" for company.zendesk.com).

What Ploy syncs

Ploy imports the following from Zendesk:

  • Team members: all Zendesk agents and admins, including their name, email, role, and whether the account is active or suspended

  • Access records: Zendesk appears as an app in Ploy, with each team member's role recorded against their access

  • MFA status: whether each team member has two-factor authentication enabled

  • Sign-in activity: each team member's last sign-in to Zendesk

End users (the people who submit tickets) are not synced — only agents and admins.

Data syncs periodically to keep Ploy's access graph up to date.

Set up an OAuth client in Zendesk

Create an OAuth client in Zendesk so Ploy can connect:

  1. Log in to Zendesk as an admin

  2. Navigate to Admin > Apps & Integrations > APIs > OAuth Clients

  3. Click Add OAuth Client

  4. Set the client name to something recognisable, e.g. Ploy

  5. Set the client kind to Confidential

  6. Add this redirect URL: https://api.joinploy.com/integrations/auth/zendesk/callback

  7. Save the client, then copy the client's Identifier and Secret — you'll need both in the next section. The secret is only shown once, so copy it now.

Connect Zendesk to Ploy

  1. In Ploy, click Integrations in the left sidebar

  2. In the main Integrations tab, click Add new integration and search for Zendesk

  3. Fill in the connection details (all fields are required)

  4. Zendesk Subdomain: if your Zendesk URL is company.zendesk.com, enter company

  5. OAuth Client Unique Identifier: the Identifier from your OAuth client in Zendesk Admin > Apps & Integrations > APIs > OAuth Clients

  6. OAuth Client Secret: the secret from your Zendesk OAuth client

  7. Save and continue to the next step, Grant Ploy access to your Zendesk instance

  8. Click Grant access — you'll be redirected to Zendesk

  9. Approve the request in Zendesk (Ploy asks for read-only access)

  10. You'll return to Ploy with the connection confirmed

Ploy will begin syncing your Zendesk team members automatically.

Can Ploy make changes in Zendesk?

No. This integration is read-only: Ploy requests only the read scope and does not create, update, suspend, or remove Zendesk users, and it cannot grant or revoke access in Zendesk.

Troubleshooting

  • "All fields required": one of Subdomain, OAuth Client Unique Identifier, or OAuth Client Secret was left empty. Fill in all three and save again.

  • "Zendesk authentication failed. Please try again.": Ploy couldn't authenticate with the details provided. Double-check your subdomain, the OAuth client Identifier, and the secret, then click Grant access again to re-authorize.

  • "Failed to authenticate with Zendesk": Zendesk rejected the connection when Ploy tested it. Re-check the OAuth client details in Zendesk and re-run the Grant access step.

  • "Connected to Zendesk but received an unexpected response. Please contact ploy support for assistance": Ploy reached Zendesk but got a response it didn't recognise. Contact Ploy support — this message also alerts our team automatically.

  • Scans stop with an authentication failure (for example "token may be invalid or expired" or "insufficient permissions"): the OAuth grant may have been revoked in Zendesk, or the authorizing user may no longer have sufficient permissions. Re-open the integration in Ploy and run the Grant access step again with an admin account.

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