Integrate with Zendesk

Jake Sawyer

Updated June 05, 2026 20:15

Support tickets in Zendesk contain a wealth of information you can use to prioritize the right features and build them in the right way:

Questions & confusion during onboarding
Pain points in today's product
Un-met user needs
Feature requests

With Productboard's Zendesk integration, your support agents can easily share relevant feedback with the product team by pushing select tickets straight to the Insights board.

Having these user insights on hand helps product managers during prioritization. It also serves as invaluable context for designers and developers, helping them build the right features in the right way.

Note: The Zendesk integration is available for all Zendesk plans except for Support Essential which does not include access to public apps & integrations.

Integration benefits

Trigger tickets to be pushed to Productboard by tag or custom triggers, or automatically push all tickets to Productboard.
When a ticket is pushed into Productboard, any subsequent replies to the ticket will automatically be reflected in Productboard. If the associated Productboard note has been processed, it will automatically be sent back to Unprocessed.

Supported ticket attributes

Bring in these attributes as note fields:

Ticket URL
Ticket Title
Requester name (user name)
Requester email (user email)
Requester organization name (company name)
Tags (note tags)
User who added the tag (Productboard note owner)

Setting up the integration

Note: This integration can be authorized from within Productboard itself.

To set up the integration, you’ll need to have an admin role in both Productboard and Zendesk.

At the bottom of the Main menu, click Settings > Integrations.
Find and click Zendesk > Add integration.
Input the URL for your Zendesk workspace, then click Authorize.
Follow the prompts in the Zendesk window.
Choose how you would like to pull conversations to Productboard:
- Pull all new tickets and set their status as 'Unprocessed'
- Pull only new tickets with a certain tag and set their status as 'Unprocessed'
- Pull all new tickets as 'Processed', but set the status of those with a certain tag as 'Unprocessed'
- Custom trigger conditions (advanced)

Generally, once the integration is set up, tickets will be pushed from Zendesk into Productboard as soon as they're created or submitted (as "New", "In progress", and so on) by an agent or end-user.

Note: If you’re using IP restrictions for your Zendesk workspace, whitelist the following static IP addresses in Zendesk to have a smoother experience:

100.25.97.81
35.174.223.66
52.6.23.216

There is more about Zendesk IP restrictions in this Zendesk support article.

Custom trigger conditions

Looking to further automate the process of sending certain tickets to Productboard? Set up custom trigger conditions in Zendesk (e.g. push tickets containing a designated keyword).

To set up custom triggers in Zendesk, in Productboard:

Toggle the Settings option: Custom trigger condition.
Save and Authorize the integration.

In Zendesk:

Go to the Admin Center > Business rules > Triggers.
You'll see a trigger named Productboard - trigger, which is created by the integration.

Tip: Make a copy of the Productboard-trigger, before making any changes to it. The duplicated trigger can remain deactivated and re-activated in the situation where the active trigger has to be deleted and removing the old integration is out of the question.
Click the trigger, and under Conditions, replace the placeholder condition with your own custom condition.

Only those tickets meeting the conditions you define will be pushed to Productboard.

To learn more about what types of trigger conditions Zendesk supports, see the Zendesk article Trigger Conditions and Actions.

Note: Avoid changing any other parameters in Trigger Settings, as this could make your Productboard integration work in unexpected ways. 🤖

Excluding tags before pushing a ticket to Productboard

By default, when feedback from a support ticket is imported, all tags associated with that ticket will be pushed into Productboard along with the note.

If you'd prefer Zendesk to remove all the tags from a ticket before pushing it to Productboard, so that the note in Productboard has no tags when it arrives, follow the steps below:

Go to Zendesk > Admin Center > Business Rules > Triggers
Open the trigger with the name 'productboard - trigger,' created by the integration.

Under Actions, modify the JSON by replacing

"tags": "{{ticket.tags | strip}}",

with

"tags": "",

If you'd like Zendesk to push certain tags to Productboard, so that the note in Productboard has only a subset of the tags the Zendesk ticket has, you'll need to get fancy with the Liquid templating within the JSON.

For example: Say your Zendesk ticket arrives with four tags: 'tag 1', 'tag 2', 'tag 3', and 'tag 4', but you only want 'tag 1' and 'tag 3' to make it through to Productboard. You could replace

"tags": "{{ticket.tags | strip}}",

with something like

"tags": "{% capture filtered_tags %}{% if ticket.tags contains 'tag 1' %}tag 1 {% endif %}{% if ticket.tags contains 'tag 3' %}tag 3 {% endif %}{% endcapture %}{{ filtered_tags | strip }}",

Keep in mind that you do need to write the tags you want to preserve into the JSON, because there's no way for you to automatically reuse the tags you specified in the Conditions section of the Zendesk trigger.

And be careful to include a space after the name of each tag, before the {% endif %} element. Like this:

tag 1 {% endif %}

Not like this:

tag 1{% endif %}

Otherwise your tags will concatenate into one gross mega-tag.

Integrate with Zendesk

In this article:

Integration benefits

Supported ticket attributes

Setting up the integration

Custom trigger conditions

Excluding tags before pushing a ticket to Productboard

See also:

Articles in this section