Zendesk App Sync

[Awni2025]

Hi! I’m reaching out regarding an issue with the Zendesk app. I was able to install the app and connect it to our Zendesk account, but the connection doesn’t seem to be working properly. When I check the status of my connected apps, I see “OK” for Microsoft Teams and Shopify, but not for Zendesk. I also can’t see any Zendesk tickets under the Tickets section in HubSpot. Additionally, when I look at some of our Shopify contacts, their Zendesk activities aren’t showing up either. I’ve already tried uninstalling and reinstalling the app, but that didn’t resolve the issue. I’m wondering if there’s an additional configuration step or permission I might be missing. Thanks in advance for your help!

[suprdense · Accepted solution]

Hey @Awni2025!

If your Zendesk app keeps showing not connected in HubSpot or data just stops flowing it's probably an authentication/permissions issue.

Check API access in Zendesk

Go to Admin Center, then Apps and Integrations, then Zendesk API, then Settings. Make sure token access is enabled and the connected user has admin rights. If api tokens got reset or that user lost admin access the connection breaks.

Verify the connection in hubSpot

In HubSpot, go to Settings then Integrations then Connected Apps then find Zendesk. The status should show connected. If it doesn't, click Reconnect and sign in with an admin account.

Check Your sync Settings

Under data sync both ticket and contact sync need to be enabled. If you want updates flowing both direction, turn on Two way sync.

Permissions on the Zendesk side

The connected user needs access to all tickets, users, and organizations. Limited roles or visibility restrictions will break the sync.

Contact Email matching

HubSpot only displays Zendesk data when contacts match by email. If shopify is creating contacts in hubSpot, those same emails need to exist in Zendesk.

Review error logs

In HubSpot's zendesk app, check the Logs section. If you see 401 or 403 errors, you need to reconnect the app. 429 errors mean zendeks is rate limiting you. 404 errors point to a permissions or visibility problem.

Other solutions

Try reconnecting the app first. Make sure you're using an admin Zendesk account for the connection. Enable full ticket sync in the setting. check that emails match across Shopify, Zendesk, and HubSpot.

After reconnecting, wait a lil bit for sync to resume.

I hope this helps clarify the issue. If this resolves your problem please consider marking it as the accepted solution and giving it an upvote, so other community members can easily find it.

[RubenBurdin · Accepted solution]

Hi @Awni2025 

You’re already on the right track. When Zendesk data doesn’t appear in HubSpot even after reinstalling, the root cause is usually either token scope or object-mapping setup.

The Zendesk app in HubSpot relies on the Data Sync engine, which only syncs records if both contacts (users) and tickets are included and if the connected Zendesk user has full read/write rights to those objects 

Without those scopes, HubSpot will mark the integration as partial even though it shows “installed.”

Also make sure the Zendesk user used for the connection can see all tickets, not just assigned ones restricted visibility often prevents HubSpot from importing them. You can confirm what’s actually being pulled under Settings > Integrations >  Connected Apps >  Zendesk >  View Sync Settings.

If the goal is to keep Zendesk tickets, Shopify orders, and HubSpot contacts continuously in step, native syncs can lag or drop when multiple systems overlap. When this happens, Stacksync keeps all three aligned in real time without reauth cycles or data drift.

[suprdense · Accepted solution]

Hey @Awni2025!

If your Zendesk app keeps showing not connected in HubSpot or data just stops flowing it's probably an authentication/permissions issue.

Check API access in Zendesk

Go to Admin Center, then Apps and Integrations, then Zendesk API, then Settings. Make sure token access is enabled and the connected user has admin rights. If api tokens got reset or that user lost admin access the connection breaks.

Verify the connection in hubSpot

In HubSpot, go to Settings then Integrations then Connected Apps then find Zendesk. The status should show connected. If it doesn't, click Reconnect and sign in with an admin account.

Check Your sync Settings

Under data sync both ticket and contact sync need to be enabled. If you want updates flowing both direction, turn on Two way sync.

Permissions on the Zendesk side

The connected user needs access to all tickets, users, and organizations. Limited roles or visibility restrictions will break the sync.

Contact Email matching

HubSpot only displays Zendesk data when contacts match by email. If shopify is creating contacts in hubSpot, those same emails need to exist in Zendesk.

Review error logs

In HubSpot's zendesk app, check the Logs section. If you see 401 or 403 errors, you need to reconnect the app. 429 errors mean zendeks is rate limiting you. 404 errors point to a permissions or visibility problem.

Other solutions

Try reconnecting the app first. Make sure you're using an admin Zendesk account for the connection. Enable full ticket sync in the setting. check that emails match across Shopify, Zendesk, and HubSpot.

After reconnecting, wait a lil bit for sync to resume.

I hope this helps clarify the issue. If this resolves your problem please consider marking it as the accepted solution and giving it an upvote, so other community members can easily find it.