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Zendesk

Enterprise Zendesk,
verified at intake.

Native Zendesk Support integration. Ticket sync, agent group routing, custom field mapping, and live webhooks — with caller identity verified before any privileged action.

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Bi-dir
Ticket sync
Agent
Group routing
Custom
Field mapping
Native
Zendesk API

The gap. And how we close it.

Without verified intake, every PSA / ITSM / helpdesk on the market accepts attacker requests as easily as it accepts real ones. MSP Process closes that gap inside the tools you already run.

Without MSP Process

Zendesk without verified intake.

  1. 01Support ticket opened — requester field is the email sender.
  2. 02Agent group routing fires on an unverified caller.
  3. 03Privileged action requested through Zendesk — no identity check.
  4. 04Audit chain shows the agent's note, not who actually called.
With MSP Process

Zendesk with MSP Process.

  1. 01Zendesk ticket auto-created with verified caller as the requester.
  2. 02Agent group routing AND MFA-gating both apply at intake.
  3. 03Privileged actions only run after Authenticator push approval.
  4. 04Audit chain — caller, method, device, time — written to the ticket.

How the integration works.

Four steps from connect to verified. Most MSPs are live and writing verified records back to Zendesk the same day.

  1. OAuth Connect

    Connect Zendesk via OAuth — scoped to ticket and user tables.

  2. Webhook Subscribe

    Zendesk webhooks stream new-ticket events into MSP Process in real time.

  3. Verify Inline

    EUV fires before any privileged action attached to a Zendesk ticket.

  4. Sync Back

    Verification chain written back to the Zendesk ticket as a private comment.

What gets synced. In both directions.

Six capabilities live the moment you wire the integration. No scripts, no consulting engagement, no per-tenant setup.

Bi-directional ticket sync

Inbound + outbound Zendesk tickets sync in real time.

Tickets

Agent group routing

Honors your existing Zendesk agent groups for routing.

Groups

Custom field mapping

Verification data lands in the exact Zendesk custom fields you use.

Fields

Tag-aware routing

Verification chain attached as structured tags for automation.

Tags

Live event stream

Zendesk webhooks fire MSP Process actions in real time.

Webhooks

Verified caller on every record

Verification chain written back as a private comment on every ticket.

Identity

Live view: verified intake in action.

A real Zendesk event stream from a tenant running MSP Process — captured during a live verification flow.

Your Zendesk investment. Extended.

Connect the API in minutes. Every helpdesk request now flows through verified identity — without leaving Zendesk.

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