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)

Zendesk is retiring API-token access — no new tokens can be created after 27 October 2026, and all existing tokens stop working on 30 April 2027. Connect with OAuth instead: it’s the recommended method, and an OAuth read client can only read data — it can never change anything in your Zendesk.

Recommended — OAuth client credentials

1. In Zendesk, go to Admin Center → Apps and integrations → APIs → OAuth clients → Add OAuth client.
2. Set Client kind to Confidential, leave the redirect URLs empty, and set Allowed scopes to read. Create the client under an admin or service account — the connection acts as that user, so pick one that won’t be removed.
3. Save. Zendesk shows the client secret once — copy it now.
4. In DisputeDash, go to Integrations → Customer Support → Zendesk → Configure, enter your subdomain (the xxxxx in xxxxx.zendesk.com), the Client ID, and the Client Secret, then Save → Test. A successful test reads “Connected as … via OAuth”.

Legacy — API token

Still accepted for now, but being retired by Zendesk (dates above). Enter your subdomain, the email of a Zendesk user with API access, and an API token (Admin Center → Apps and integrations → APIs → Zendesk API). If you add an OAuth client later it takes over automatically, and you can then remove the token.

📷 Screenshot

The Zendesk configure modal (OAuth Client ID/Secret above the legacy email/token fields), 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.