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Updated on September 25, 2026

Zendesk

Estimated reading: 7 minutes

The Zendesk integration enables Robility to securely connect with Zendesk services through the Zendesk API. You can use this integration to automate support operations, manage tickets, retrieve user details, and update issue statuses directly from Robility workflows.

Robility supports OAuth 2.0 authentication for establishing secure connections between your Robility environment and Zendesk instance. You can configure either an unattended machine-to-machine connection or an interactive, user-delegated connection, depending on your automation requirements.

Important: OAuth 2.0 is the recommended authentication approach for new Zendesk integrations. Legacy API-token-based authentication should be migrated to OAuth 2.0 before Zendesk’s API token deprecation deadline of April 30, 2027.

Prerequisites

Before configuring the Zendesk integration in Robility, ensure you have access to a Zendesk instance, the required admin permissions, access to Robility Manager > App Integrations, the necessary OAuth credentials, and the required OAuth scopes. The required details depend on the selected authentication type.

Supported Authentication Types

When setting up a Zendesk connection in Robility Manager > App Integrations, select the required authentication strategy from the Change authentication type dropdown.

Robility supports the following OAuth 2.0 authentication flows:

OAuth 2.0 Client Credentials

The Client Credentials flow is intended for automated server-to-server workflows that do not require user interaction.

Parameter Description
Client ID The client identifier associated with your Zendesk OAuth application.
Client Secret The secret associated with your Zendesk OAuth application.
User Name The email address or username associated with the Zendesk account used for authentication.
Scope Specifies the permissions requested by the integration. You can select one or more scopes, such as Read and Write.
Scopes OAuth scopes define the level of access granted to the Robility integration.

Select only the scopes required by your workflows. For example, a workflow that only retrieves ticket information should not be granted permissions to modify or administer resources unless required.

Security Best Practice: Follow the principle of least privilege when configuring OAuth scopes.
API Token The API token associated with your Zendesk account, used to authenticate API requests.
Subdomain Specifies the unique subdomain of your Zendesk account used to access the Zendesk instance.

Client Credentials Availability

Client Credentials behavior changed after April 30, 2026:

a. Connections created and actively used before April 30, 2026 can continue using their existing, unexpired credentials.
b. Newly issued credentials under the post-April 30, 2026 behavior have a 30-minute expiration period.
c. Existing Client Credentials connections that remain unused for 30 days may also expire.
d. For new integrations requiring continued access, use OAuth 2.0 Authorization Code with refresh-token support instead.

For existing Client Credentials connections, monitor credential validity and inactivity to avoid workflow interruptions.

OAuth 2.0 Authorization Code

The OAuth 2.0 Authorization Code flow is used when a Zendesk user must authenticate and authorize the application.

Execution Behavior

During the initial setup, Robility opens a browser window for authentication. The user signs in to Zendesk and approves the requested permissions. Robility then receives the authorization and establishes the connection. When refresh-token support is configured, Robility can automatically renew the access token when required.

Recommended for: New integrations and long-running workflows that require continued access without repeated user authentication.

Authentication Methods

Authentication Type Initial User Interaction Token/Session Behavior Recommended Use
OAuth 2.0 Client Credentials No New credentials expire after 30 minutes. Inactive connections may expire after 30 days. Existing active connections
OAuth 2.0 Authorization Code Yes Refresh tokens can renew access without requiring repeated authentication. Recommended for new integrations

Configuring the Zendesk Integration

Configure OAuth 2.0 Client Credentials

1. Navigate to Robility Manager > App Integrations.
2. Select Zendesk.
3. Select OAuth 2.0 Client Credentials.
4. Enter the required credentials and connection details, such as Client ID, Client Secret, Username, Scope, API Token, and Subdomain, as applicable to your Robility configuration.
5. Click Connect.
6. Once connected, the integration appears in the connector tab.

Note: Client Credentials are subject to the expiration rules described in the Client Credentials Availability section.

Configure OAuth 2.0 Authorization Code

For new integrations, OAuth 2.0 Authorization Code is the preferred authentication method.

1. Navigate to Robility Manager > App Integrations.
2. Select Zendesk.
3. Select OAuth 2.0 Authorization Code.
4. Enter the required OAuth application details, including the username and password, as applicable to your configuration.
5. Enter the passcode sent to the email address associated with the username.
6. Click Verify.
7. When prompted to allow the Zendesk application to access your account, review the requested permissions and select Allow.
8. Complete the authorization process.
9. Robility establishes the connection and stores the required authorization information.
10. Where supported, Robility uses the refresh token to obtain new access tokens automatically.

Refresh Token Behavior

The Authorization Code flow uses refresh tokens to renew expired access tokens. This allows Robility to maintain access for long-running workflows without requiring repeated user authentication.

Adding a Zendesk Connection Through Activities

Zendesk activities require a valid connection before they can access Zendesk resources.

Creating a New Connection

1. Open the required Zendesk activity.
2. Open the Connection dropdown.
3. Select Add New Connection.
4. Enter the required Zendesk authentication details.
5. Complete the authentication process.
6. After successful authentication, the connection becomes available for use.

Using an Existing Connection

If a connection already exists:

1. Open the Connection dropdown.
2. Select the required Zendesk connection.
3. The selected connection will be used by the activity.

The default connection is automatically selected when available.

Managing Invalid Connections

If the selected connection is invalid:

1. Open the Connection dropdown.
2. Select Connections.
3. Remove the invalid Zendesk connection.
4. Add the Zendesk connection again.

Once created, the connection can be reused across all Zendesk activities within the project.

Security Considerations

Follow these practices when configuring the Zendesk integration:

a. Use OAuth 2.0 Authorization Code for new integrations.
b. Use Client Credentials only where appropriate, particularly for existing integrations.
c. Protect Client IDs, Client Secrets, access tokens, and refresh tokens.
d. Never expose credentials in workflow logs or publicly accessible configuration.
e. Request only the OAuth scopes required by your workflows.
f. Review OAuth application permissions regularly.
g. Monitor existing Client Credentials connections for inactivity.
h. Migrate legacy authentication methods to OAuth 2.0 where applicable.

Legacy API Tokens

Zendesk API Tokens are a legacy authentication method and should not be used for new integrations.

If you currently use a static Zendesk API Token with an email address:

a. API tokens that remain unused for 30 days can be automatically deactivated.
b. Deactivated tokens can no longer authenticate API requests.
c. Zendesk has announced that legacy API tokens will stop working permanently after April 30, 2027.

Organizations using API-token-based connections should migrate to OAuth 2.0 before the deprecation deadline.

Troubleshooting

1. Client Credentials have expired

Client Credentials may no longer work when: The credentials were issued under the post-April 30, 2026 behavior and their 30-minute validity period has elapsed. & The connection has remained inactive for 30 days.
For new integrations, use OAuth 2.0 Authorization Code with refresh-token support.

2. User is repeatedly asked to authenticate

If users are repeatedly required to sign in:
Client Credentials: The user may need to reconfigure the connection every 30 minutes.
Authorization Code: After the initial authorization, the connection automatically refreshes every 30 minutes, so the user should not need to sign in repeatedly.

If the Authorization Code connection still asks the user to sign in, reauthorize the connection and verify the OAuth configuration.

3. API Token no longer works

If a legacy API Token stops working: Check if the token has been inactive for 30 days or more.
For a long-term solution, migrate the connection to OAuth 2.0 instead of creating a new API Token connection.

Best Practices

For secure and reliable Zendesk integrations:

a. Use OAuth 2.0 Authorization Code for new integrations.
b. Enable refresh-token support for long-running workflows.
c. Continue using existing pre-April 30, 2026 Client Credentials connections only while they remain valid.
d. Monitor Client Credentials connections for inactivity.
e. Apply least-privilege OAuth scopes.
f. Protect all authentication credentials and tokens.
g. Migrate legacy API-token-based integrations before April 30, 2027.

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