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Connect Zendesk so your agents can work in your Zendesk account. You choose an access level for each account, and Squad refuses any agent action outside that level.

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Access levels

Each Zendesk account has an access level: Read-only, Read + write, and Full access. Squad refuses any agent action outside that level. You can also narrow or block single agents under Per-agent access. Read + write is the recommended level. The connect window selects it for you, and you can choose another level. The Zendesk sign-in page asks you to approve full access to your account. This is expected. Squad does not narrow the sign-in. It checks every agent action against the level you chose, and it refuses actions outside that level.

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What agents can do at each level

Each level opens with a short summary in plain tasks, then lists every action it adds, grouped by what the action works on. You do not need to name actions. Ask in plain words, and the agent searches for the matching action.
Find an action. Open a level and use your browser’s find (Ctrl+F, or Cmd+F on a Mac) with a word from the task or part of a slug. Or ask your agent in plain words, for example “What can you do in my Zendesk account?” The agent can search the Zendesk actions for you.
Each action shows its name, a one-line description where the Zendesk action catalog has one, and its slug. The slug is the ID that agents use when they call the action.
Agents can use 252 of the 457 Zendesk actions at this level:
  • View tickets
  • View members
  • View and search users
  • View fields
  • View and search organizations
  • View events
  • View settings
  • View tags
  • View and search triggers
  • View attachments
  • View agents
  • View audit logs
All 252 actions at this level:
Agents can use 457 of the 457 Zendesk actions at this level: everything in Read + write, plus:
  • Delete members
  • Delete fields
  • Delete tags
  • Delete tickets
  • Delete triggers
  • Delete automations
  • Delete organizations
  • Delete records
  • Delete schedules
  • Delete sessions
  • Delete settings
  • Delete views
The 59 actions that this level adds to Read + write:

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Connect Zendesk

Before you start:
  • You need a Zendesk account that you can sign in to.
  • Your Squad subscription must be active. Squad does not connect apps while the subscription is not active.
1

Open Integrations

Open Settings > Integrations.
2

Add an integration

On the Connected apps tab, click + Add integration.
3

Find Zendesk

Find Zendesk in the catalog and click it. You can type the name in Search the catalog….
4

Choose an access level

Under Default scope, choose an access level. This level applies to every agent.
5

Choose who may use it

If your workspace has teammates, the window also shows Share this account with everyone in this workspace. It is ticked for the owner and clear for a teammate. Leave it ticked to let agents use the account for anyone’s requests. Clear it to keep the account for your own requests.
6

Click Connect Zendesk

Click Connect Zendesk. The Zendesk sign-in page opens in a new tab.
7

Sign in to Zendesk

Sign in to Zendesk and approve the request.
Check that it works: Zendesk shows under YOUR CONNECTIONS, with a row for the account and its access level.

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Change the access level

  1. Under YOUR CONNECTIONS, find the Zendesk account.
  2. Open the account menu (⋯) and click Manage scope.
  3. Under Default scope, choose the new level.
  4. Click Save access.
The change does not need a new sign-in. Agents get the new level from their next call.

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Set access for one agent

Every agent uses the account’s level unless you set something else for it. You can narrow one agent to a lower level, or block it. Only you and your Administrators see Per-agent access.
  1. Under YOUR CONNECTIONS, open the account menu (⋯) on the Zendesk account.
  2. Click Manage scope.
  3. Under Per-agent access, find the agent.
  4. Choose the Default option to follow the account’s level, choose a lower level, or choose No access.
  5. Click Save access.
An agent never gets more than the account’s level, even if you choose a higher level for it. Changes apply from the agent’s next call. An agent with No access does not see the account.

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Use more than one Zendesk account

Click + Account on the Zendesk card to connect another account. Agents try the primary account first unless they are asked to use a specific one. With teammates, a person’s own accounts come before shared accounts.
  • After you click + Account, follow the connect steps above.
  • Each account has its own access level.
  • The first account you connect becomes the primary account. It shows ★ PRIMARY.
  • To change the primary account, open the account menu (⋯) and click Make primary. Only you and the Administrators who can see every agent can do this.
  • To tell accounts apart, open the account menu (⋯) and click Rename.
  • Each account is private to the person who connected it unless that person shares it. In a workspace with teammates, connecting an account asks whether to share it with everyone. See Who can use an account.

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Reconnect or disconnect

Reconnect when the connection has expired, or when you need to change what the account can reach on the Zendesk side:
  1. Open the account menu (⋯) and click Reconnect.
  2. Click Reauthorize on Zendesk.
  3. Sign in to Zendesk and approve the request.
Reconnect signs in to the same account again. It does not add a second connection. Only the person who connected the account can reconnect it. Open the account menu (⋯) on the Zendesk account and click Disconnect. The menu item changes to Really disconnect? Your agents lose access to Zendesk. Click it again to disconnect. Agents then lose access to that account at once. If it was the primary account, another connected Zendesk account becomes primary.

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Costs

Zendesk actions do not use Squad credits. Connected apps never use credits. For what does use credits, see What Squad costs.

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Troubleshooting

An agent reports that an action is not allowed on this account.
  • Cause: the action is outside the account’s access level, or outside the level you set for that agent.
  • Fix: choose a higher level in Manage scope. You or an Administrator can also change the agent’s row under Per-agent access.
An agent says it has no access to Zendesk, or it does not see the account.
  • Cause: the agent is set to No access under Per-agent access, or the account is not connected.
  • Fix: you or an Administrator opens Manage scope and changes the agent’s row. If the account is missing, connect it again.
Connecting or saving fails with “Your subscription isn’t active.” An agent says the Zendesk connection has expired.
  • Cause: the sign-in for that account is no longer valid.
  • Fix: use Reconnect on the account.

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Common questions

Each Zendesk account has an access level: Read-only, Read + write, and Full access. Squad refuses any agent action outside that level. You can also narrow or block single agents under Per-agent access.
Click + Account on the Zendesk card to connect another account. Agents try the primary account first unless they are asked to use a specific one. With teammates, a person’s own accounts come before shared accounts.
Open the account menu (⋯) on the Zendesk account and click Disconnect. The menu item changes to Really disconnect? Your agents lose access to Zendesk. Click it again to disconnect. Agents then lose access to that account at once.

Connect apps

Add an MCP server or an API key

Use this when an action you need is not in this app.