The 15Five AI Zendesk integration connects your Zendesk Support account to 15Five AI, syncing tickets, comments, and users so teams can surface ticket ownership, response patterns, and support activity alongside other work insights.
The integration connects through a single Zendesk account, and we strongly recommend using a dedicated integration user rather than a personal account. The connected account's role and ticket-access permissions in Zendesk determine exactly what data 15Five AI can access. Sync scope is managed in Zendesk, not in 15Five. The integration is read-only.
Access and Availability
| Role | Requirement |
|---|---|
| Zendesk Admin | Required to provision the integration user, configure its role and ticket access, add it to groups, and approve the connection |
| 15Five Company Admin, HR Admin, or IT Admin | Required to initiate the connection from the assignAgents Hub |
The same person can hold both roles, or two people can coordinate the setup. A dedicated integration user is strongly recommended. If the connected account is deactivated or loses ticket access, the integration will stop working.
Note: To ensure the highest level of security, 15Five is continually investing in our overall information security program, resources, and expertise. To review 15Five's security documents, and how we handle your company data, see our Trust Website.
Feature Structure
The integration is configured from Agents Hub > Integrations > Zendesk.
How Access Works
15Five AI connects through a single Zendesk account — not individual employee logins. That account's role and ticket-access setting in Zendesk set the full boundary of what syncs. Scope is managed in Zendesk by adjusting the integration user's role, ticket access, or group membership.
Integration User Setup Options
The integration user's role and ticket-access setting are the primary controls assigned over sync scope:
| Setup | What Syncs | Best When |
|---|---|---|
| Light agent (ticket access: chosen scope) | A read-only view of tickets in scope, plus comments and users. Light agents cannot be assigned tickets or modify anything. | Your plan includes light agents, and you want the lowest-footprint option |
| Agent — all tickets | Every ticket, comment, and user in the account | You want your full support operation in scope |
| Agent — tickets in the agent's groups | Only tickets assigned to the groups the integration user belongs to | You want specific teams' or queues' tickets in scope |
| Custom role (Enterprise) | Exactly what you define — read-only, specific groups, with or without access to private groups | You're on Enterprise and want precise, auditable control |
Note on private groups: Tickets in a private group are visible only to members of that group (plus admins). Adding or removing the integration user from a private group is an on/off switch for including or excluding that queue from the sync.
Data Synced
Users:
- Name, email addresses, and profile avatar
- Role and active status — agent, admin, or end user
- Organization and group membership
- Locale, time zone, and other Zendesk profile fields
Tickets (per accessible ticket):
- Subject and description
- Status, priority, type, and tags
- Requester, assignee, assigned group, and intake channel
- Created and updated timestamps, due dates, satisfaction rating, and custom fields
Comments (per ticket):
- Message text, author, and timestamp
- Public reply or internal note — both are included; the flag is preserved on every comment
- Attachment references — the existence of an attachment is recorded, but file contents are not synced
Backfill and Sync Cadence
On first connect, up to one month of history is backfilled. After that, records sync incrementally multiple times per day. Changes to the integration user's role, ticket access, or group membership are picked up automatically on the next sync cycle — no reconfiguration in 15Five required.
Permissions Requested
Permissions are read-only — the integration cannot create, edit, reassign, close, or delete any ticket, comment, user, or setting in Zendesk. Specific OAuth scopes will be listed here once confirmed.
Key Rules
- The integration user's Zendesk role and ticket-access setting are the sole control point for what 15Five AI can see.
- To narrow the sync scope, lower the integration user's ticket access or remove it from groups. To broaden it, raise ticket access, or add it to more groups.
- There is no in-product picker in 15Five for selecting specific tickets or groups — scope is set entirely in Zendesk.
- Internal notes and public replies are both synced; the public-or-internal flag is preserved on every comment.
- Attachment file contents are not synced — only the existence of an attachment is recorded.
- The integration is read-only; it cannot create, edit, reassign, close, or delete anything in Zendesk.
- A dedicated integration user is strongly recommended. If the connected account is deactivated, the integration will stop working.
- The integration can be disconnected from Agents Hub > Integrations, or by suspending/deactivating the integration user, or revoking the app under Zendesk Admin Center > Apps and integrations > APIs > OAuth clients.
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Is the Zendesk integration read-only?
Yes. The integration can sync data from Zendesk, but it cannot create, edit, reassign, close, or delete anything in Zendesk.
What data does 15Five AI sync from Zendesk?
15Five AI syncs users, tickets, and comments that the integration user can access.
Who controls what data is synced?
The integration user's Zendesk role, ticket access, and group membership determine what data 15Five AI can access.
Are internal notes included?
Yes. Both public replies and internal notes are synced, and the comment type is preserved.
Can I disconnect the integration?
Yes. You can disconnect Zendesk from Agents Hub > Integrations or revoke access from Zendesk.