Zendesk: connect step by step

What you get

• Tickets assigned to you in Cases (sidebar) and Home.
• Ticket card with status, requester and Open in Zendesk.
• First response drafts and Insights metrics when the org uses Zendesk as the metrics source.
• Customer replies that pass the reply check before anything posts publicly.

Option A — OAuth (recommended for a team)

1. In Zendesk Admin Center open Apps and integrations → APIs → OAuth clients → Add OAuth client.
2. Client name: Solvaro. Redirect URL: the callback shown in Solvaro under Settings → Integrations → Zendesk (copy it exactly).
3. Save. Copy the Unique Identifier (client id), the Client secret (shown once), and your subdomain (the label before .zendesk.com).
4. In Solvaro: Settings → Integrations → Zendesk → Org Zendesk OAuth app. Paste Unique Identifier, Client secret and Subdomain. Save.
5. Click Sign in with Zendesk. Approve access in the browser, then return to Solvaro.
6. Open Cases. Use Refresh if a ticket you just assigned to yourself is not listed yet (the list also refreshes about every minute).

Option B — API token (single engineer)

1. In Zendesk: Admin Center → Apps and integrations → APIs → Zendesk API → add an API token.
2. In Solvaro open Alternative credentials for Zendesk: subdomain, email, API token → Save & test.
3. If Test fails, reconnect. Do not leave a failed token in place.

Empty Cases list?

Cases only shows tickets assigned to the signed-in agent (or the filters you set). Assign a ticket to yourself in Zendesk, then Refresh in Cases. If nothing is connected, you see a clear empty state instead of a blank panel.