Connecting Zendesk to Pilea

Connect Zendesk and Pilea imports your support tickets and customer feedback automatically. Two data types sync: tickets and customers. It’s a one-way import - Pilea never writes back to Zendesk.

What you’ll need

• Admin access in Pilea (only admins can change integration settings)
• Your Zendesk subdomain - the part before .zendesk.com in your Zendesk URL (if your URL is acme.zendesk.com, your subdomain is acme)

How to connect Zendesk

1. In Pilea, go to Integrations in the sidebar under Data Sources.
2. Find Zendesk in the grid and click Connect.
3. Enter your Zendesk subdomain - it’s the only field you need to fill in.
4. Click Connect. You’ll be redirected to Zendesk to authorize access.
5. Once you’re back, you’ll briefly see Saving connection…, then a setup dialog walks you through the initial configuration.

About the permission Zendesk requires

Zendesk’s incremental export API rejects granular scopes, so Pilea has to request Zendesk’s broad read scope. In practice, Pilea only reads:

• Tickets and their comments (internal notes are filtered out)
• End-users and organizations
• User and organization custom fields (plan, ARR, health score, renewal date, industry, status)
• Tags

Pilea never touches help-center articles, macros, triggers, Talk/Chat, or audit logs - and it never writes anything back to Zendesk. Credentials are encrypted at rest, and you can disconnect anytime.

Configuring what syncs

Open the Zendesk card’s config dialog to find these settings on the Settings tab:

• Sync from - How far back to sync data.
• Data Types - Checkboxes to choose whether tickets, customers, or both sync into this workspace.
• Filter by Tags - Only import tickets that have at least one of the tags you specify.

ℹ️ Note: Zendesk connects at the organization level, so all workspaces in your organization can access it. Each workspace has its own sync toggle, data types, and filters - one workspace can import everything while another imports only tagged tickets.

Syncing

Zendesk syncs automatically every 6 hours. For an immediate pull, click Sync now on the connected Zendesk card - long syncs run in the background with progress on the card, and you can Stop sync anytime.

If you need to re-import history (say, after changing your tag filter), open the Advanced tab and click Full Re-sync from Start. It re-imports all data from your “Sync from” date without duplicating records Pilea has already processed.

💡 Tip: Support tickets are full of names and email addresses. Turn on PII redaction in Settings → PII Redaction to automatically strip names, emails, phone numbers, and other sensitive data from imported feedback.

Next: How integration syncing works