Why Connect Zendesk?
Samepage helps Product Managers stay connected to what customers are experiencing without manually reviewing support queues. By connecting Zendesk, Samepage users can:
Build Signals to surface recurring issues, unresolved bugs, and feature requests from tickets
Spot emerging support trends and shifts in ticket volume or topic distribution
Discover product feedback and pain points coming through support channels
Use the Samepage Copilot to answer questions or draft documents informed by support data
Integration Type
Shared integration — one admin connects Zendesk, and the data is available to all users in the workspace. This integration cannot be configured to limit which data is imported.
Data Imported
Samepage imports the following from Zendesk:
Tickets — Support tickets including status, priority, tags, and subject
Ticket comments — The full conversation thread on each ticket
Ticket fields — Custom fields and their values
Customer data — Requester and organization information associated with tickets
Users — Zendesk agent and end-user profiles
This data is used to help Product Managers understand support trends, identify recurring issues, and surface customer feedback.
Sync Behavior
Initial sync pulls ticket data from the last 6 months
Ongoing syncs pull ticket data from the last 1 week
OAuth tokens are refreshed automatically before each import
How to Connect
You must have an existing Samepage account. If you need one, sign up at samepage.ai.
Go to the Integrations page in Samepage.
Find and click Zendesk.
Authenticate your Zendesk account and accept the requested permissions.
Samepage will begin importing data from Zendesk automatically, refreshing multiple times per day.
What You Can Do After Connecting
Create Signals that analyze Zendesk tickets — e.g., "Summarize recent tickets" or "Surface the top recurring issues from support this week"
Chat with Copilot about support data — e.g., "What are the most common complaints this month?" or "Are there any unresolved bugs that multiple customers have reported?"
Combine with other data — Cross-reference support tickets with Jira issues, Slack discussions, or call transcripts for a complete picture
Signal Examples Using Zendesk
Signal | What It Does |
Recurring Issues Summary | Identifies support issues that keep coming back and groups them by theme |
Unresolved Bug Tracker | Surfaces bug reports from tickets that remain open or unaddressed |
Feature Requests from Support | Pulls out feature requests embedded in support conversations |
Support Trend Monitor | Tracks changes in ticket volume, topic distribution, and resolution times over time |
Example Signal Prompt
Here's a detailed prompt you can paste into a Signal's instructions field to get a comprehensive support trends digest:
Review all Zendesk tickets from the past week and produce a structured summary organized as follows:
Recurring Issues — Identify issues that multiple customers have reported. Group them by theme, note how many tickets fall into each group, and flag any that are increasing in frequency.
Unresolved Bugs — Surface any tickets tagged as bugs or describing product defects that remain open or unresolved. For each, note how many customers are affected and how long the ticket has been open.
Feature Requests — Pull out any feature requests or product wishes mentioned in ticket conversations. Group similar requests together and note how many customers asked for each.
Volume & Trends — Summarize overall ticket volume compared to the previous week. Identify any new topics or categories that weren't present before, or existing ones that spiked.
Needs Attention — Call out any tickets involving high-priority customers, escalations, or situations where the customer expressed strong frustration. Include enough context to decide whether to follow up.
Keep it concise. Use bullet points. Include links to Zendesk tickets wherever possible so I can jump to the source.
FAQ
Does this integration provide clickable links back to the source? Yes. Zendesk tickets include links that take you directly to the ticket in Zendesk. When Signals or Copilot reference a ticket, you can click through to view the full conversation in Zendesk itself.
Privacy
Zendesk data is never used to train AI models. Ticket data and customer information are processed only to generate Signal outputs and Copilot responses. See Data Handling for more information.