Connect Zendesk
Import support conversations so an audience speaks in your customers' own unprompted words. An admin creates a read-only OAuth client once, inside your own Zendesk.
Support tickets are the one place customers say what they think without being asked. Importing them lets an audience use those words.
A Zendesk OAuth client is scoped to a single Zendesk instance, so there is no shared iMario app to authorize: an admin in your own Zendesk creates one, and iMario uses it to read only what you pick. It takes a couple of minutes and costs nothing.
What your admin does, once
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In Zendesk, open Admin Center → Apps and integrations → APIs → OAuth clients.
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Click Add OAuth client and give it a name your colleagues will recognise, such as "iMario".
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For Redirect URLs, paste this exactly:
https://api.imario.ai/api/connections/callback -
Leave Allowed scopes empty, or if you restrict it, include these two:
Scope What it lets iMario read tickets:readTickets and their comments, which are the words the audience will use users:readWho wrote each comment, so a conversation can reach the customer it was with -
Save. Zendesk shows the Secret once — copy it now, along with the Unique identifier.
Both scopes are read-only. Nothing in this client can change or delete anything in Zendesk. Note that iMario does not ask for the blanket read scope, which would grant every GET endpoint in your account.
Find your subdomain
iMario also asks for your Zendesk subdomain, because every Zendesk instance has its own host. It is the first part of your Zendesk web address: in acme.zendesk.com the subdomain is acme.
Connect in iMario
- In Create audience, click Connect a data system and choose Zendesk.
- Paste the Unique identifier and Secret from step 5, and your subdomain.
- Click Connect to Zendesk and approve on Zendesk's own page.
- Your tickets are listed with their subject and date. Search the list if it is long, then tick the ones to use.
- Click Import.
Connect a data system
Provider authorization screens are not reproduced here.
Connect Zendesk and choose what to import
Open Connect a data system. Choose an available provider.
What iMario reads
Only the tickets you tick, and for each one its comments and the address of the person who wrote them. That address is a join key, never an answer: it is what lets a customer's complaint reach the same customer in your audience. A ticket whose requester has no address on file still contributes to how the audience speaks, without being attached to an individual.
Agent replies are read so the conversation makes sense, but they are never treated as a customer's words.
Troubleshooting
The Zendesk page says the redirect URL does not match. It is compared character for character. Check for a trailing slash, and that the client's Redirect URLs field contains the address above.
"Invalid scope" when connecting. The client's Allowed scopes were restricted without including tickets:read and users:read. Either add them, or clear the field so the client may request any scope.
Every conversation imports without a customer address. The requester lookup needs users:read. If the client was created before that scope was added, connect again — a token carries the scopes that existed when you authorized.