f your support team works in Zendesk, you can connect Convi so that every conversation handed over to a human is automatically created as a ticket in Zendesk — with the full transcript and the shopper's email. This article walks through setup.
In this article
What the integration does
Before you start
Step 1 — Open Convi's integrations screen
Step 2 — Find your Zendesk subdomain
Step 3 — Generate a Zendesk API token
Step 4 — Configure the integration in Convi
Step 5 — Test the connection
Step 6 — Save
Verifying it works
Disconnecting
Common issues
What the integration does
When a conversation hands over from Convi to your team — either automatically (via the Handover to human ability with one of your handover scenarios) or manually (you click Hand over in Conversations) — Convi:
Creates a Zendesk ticket with the chat transcript.
Attaches the shopper's email (if known) so your agents can reply.
Routes the ticket through your normal Zendesk workflow.
You continue working in Zendesk; Convi only feeds you the chats that need a human.
Before you start
You need:
An active Zendesk Support account.
Admin permission on the Zendesk account to create an API token.
Your Zendesk subdomain (the part before
.zendesk.comin your account URL).About 5 minutes.
Step 1 — Open Convi's integrations screen
In Convi:
Open Settings → Integrations.
Find the Zendesk row.
Click Connect.
A configure modal opens with three fields: Zendesk subdomain, Email, and API token.
Step 2 — Find your Zendesk subdomain
Open your Zendesk admin in a separate tab. The URL looks like:
https://your-company.zendesk.com
Your subdomain is your-company — no protocol, no .zendesk.com suffix. The Convi field's helper text reads: "Your Zendesk subdomain (e.g. mycompany)" and the placeholder shows mycompany.
Step 3 — Generate a Zendesk API token
In Zendesk:
Open Admin Center → Apps and integrations → Zendesk API.
Enable Token Access if it isn't already on.
Click Add API token and give it a description (e.g., Convi handover integration).
Copy the token — Zendesk only shows it once.
Also note the email of the Zendesk user the token is associated with (agent or admin).
Keep both handy — you'll paste them into Convi next.
ℹ️ Note: Zendesk API tokens are tied to a specific user. Make sure the user has permission to create tickets in your workspace.
Step 4 — Configure the integration in Convi
Back in Convi's configure modal:
Zendesk subdomain — paste your subdomain (e.g.,
your-company).Email — paste the Zendesk user's email (e.g.,
[email protected]).API token — paste the token you generated in Zendesk.
The API token field has a show/hide toggle so you can verify the value before saving.
Step 5 — Test the connection
Click Test connection before saving. Convi calls Zendesk with the credentials you provided and reports back:
Connection successful! → the credentials work; you can save.
Connection failed. Please check your credentials and try again. → one of the three fields is wrong.
The test is fast and catches almost every misconfiguration up front. Don't skip it.
Step 6 — Save
Once the test passes, click Save. Convi confirms with a toast: "Zendesk integration saved successfully."
The Zendesk row on the Integrations screen now shows a Connected badge.
Verifying it works
Run an end-to-end check:
Open your storefront in a private window.
Send a message that should trigger handover — for example: "Can I speak to a human about a refund?"
Open Conversations in Convi → confirm the chat is marked as handed over.
Open Zendesk → confirm a new ticket appeared with the conversation transcript and shopper email.
If the chat hands over in Convi but no Zendesk ticket appears, re-check the API token's permissions and the user it's associated with.
Disconnecting
To remove the Zendesk integration:
Open Settings → Integrations → Zendesk.
Click Disconnect.
Confirmation dialog: "Are you sure you want to disconnect Zendesk? Ticket creation for handovers will stop working."
Click Disconnect to confirm.
A toast confirms: "Zendesk integration disconnected successfully." The row goes back to Not connected, and future handovers will fall back to email (or another connected integration).
Common issues
Symptom | Likely cause | Fix |
"Connection failed" on Test | Wrong subdomain (includes | Use only the subdomain — |
Test passes but no tickets appear after handover | API token user lacks ticket-creation permission | Use a token associated with an admin or with a role that can create tickets |
Tickets appear with the wrong requester | Email mismatch between Convi's captured email and Zendesk's user model | Verify the Email capture ability is on in Train → Abilities so Convi has a real email to pass through |
Token Access disabled | Token Access was never enabled in Zendesk | Enable it under Admin Center → Apps and integrations → Zendesk API |