Connect Zendesk

Connecting Zendesk lets DisputeDash check whether a disputing customer ever contacted your support team — powerful evidence for friendly-fraud cases where the customer claims a problem they never reported.

Setup has two parts, and missing the second is the most common mistake: workspace credentials, plus a Zendesk brand ID on each brand.

Part 1 — Connect your Zendesk account (workspace)

You’ll need, from Zendesk:

• Your subdomain (the xxxxx in xxxxx.zendesk.com)
• The email of a Zendesk user with API access
• An API token (Zendesk: Admin Center → Apps and integrations → APIs → Zendesk API)

Then:

1. Go to Integrations → Customer Support → Zendesk → Configure.
2. Enter the subdomain, email, and API token.
3. Save, then Test.

📷 Screenshot

The Zendesk configure modal, and the per-brand Zendesk brand ID field in Brands → Connections. Replace this note with: ![Zendesk configure modal](/images/integrations/zendesk-configure.png)

Part 2 — Set each brand’s Zendesk brand ID

1. Go to Brands → Connections for the brand.
2. Enter that brand’s Zendesk brand ID, which scopes ticket lookups to the right brand.

This step is required

Without a Zendesk brand ID on a brand, support lookups for that brand do nothing — DisputeDash returns no support history. If Zendesk evidence is coming back empty, this is almost always why.

What DisputeDash reads

Only whether the customer has prior tickets with the brand (matched by email, then phone) and the date of the first one — not the content of any ticket. This feeds a line in the rebuttal letter such as “the customer never contacted support about this order.” If the lookup fails, the case still proceeds.