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Connect Zendesk to Realm to make support tickets and knowledge base articles searchable. Navigate to Settings > Data sources and click Connect on Zendesk, or click Manage if already connected.

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Connecting Zendesk

Connect Zendesk using an API key. On the data source page, enter:
  1. API key - Follow Zendesk’s instructions to create one.
  2. Domain - Your Zendesk domain (e.g., https://company-name.zendesk.com/)
  3. Email - The email address associated with the API key. This must be the same email used to generate the key.
The connecting account should have access to all tickets you want to sync.

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What gets synced

ContentSynced
Support tickets and custom fieldsYes
Ticket conversations and attached screenshots (OCR)Yes
Help center articlesConfigurable

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Selecting help centers

After connecting, choose which Zendesk help centers to sync. You can add or remove help centers at any time from the data source page.

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Permissions

Realm enforces Zendesk’s native permission model. Users can only see tickets they have access to in Zendesk. You can override this by switching to “Everyone in this organization” on the data source settings page, which makes all synced Zendesk data visible to all Realm users.

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Configuring properties

You can configure which Zendesk properties are synced from the data source page. This lets you control which ticket fields are included alongside ticket content.
The initial sync can take from hours to multiple days depending on your ticket volume.