Zendesk#
The Zendesk integration creates a structured ticket in your Zendesk instance whenever a customer submits a Resolve claim. Photos, affected items, order context, and the customer's resolution preference are attached automatically.
What you need#
Before you start, gather:
- Zendesk admin access — to create an API token.
- Your Zendesk subdomain — the hostname of your instance, e.g.
yourbrandinhttps://yourbrand.zendesk.com. - An agent email address — the Zendesk user Karla will authenticate as. Must belong to an agent or admin with permission to create tickets.
- A Zendesk API token — used together with the agent email for Basic authentication.
Karla uses Basic authentication with the combination {email}/token:{api_token}.
This is Zendesk's standard API auth pattern — not your account password.
Steps#
1. Enable API token access in Zendesk#
In Zendesk, open Admin Center and navigate to Apps and integrations → Zendesk API.
On the Settings tab, make sure Token Access is enabled.
2. Create an API token#
Still under Zendesk API, open the API tokens tab and click Add API token.
Name it something recognizable — e.g. Karla Resolve Integration — and copy
the token immediately. Zendesk only shows it once.
Treat the API token like a password. Do not share it in email or chat — enter it only in the Karla portal.
3. Note your Zendesk endpoint#
Your Zendesk endpoint is the base URL of your instance:
https://your-subdomain.zendesk.comReplace your-subdomain with your actual Zendesk subdomain. Karla uses this
to identify your Zendesk instance and route API calls to the correct account.
4. Connect Zendesk in the Karla portal#
In the Karla portal, navigate to Settings → Integrations and select Zendesk.
Enter the following:
| Field | Value |
|---|---|
| Endpoint | Your Zendesk base URL, e.g. https://yourbrand.zendesk.com |
| The agent email address Karla will authenticate as | |
| API token | The token you created in step 2 |
Click Save. Karla validates the credentials against your Zendesk instance using Basic authentication before storing them.
Once saved, toggle the integration on. New Resolve claims will create tickets in Zendesk automatically.
If you do not see Zendesk under Settings → Integrations, contact your account manager — the integration may need to be enabled for your shop first.
What Karla creates in Zendesk#
When a customer submits a Resolve claim, Karla opens a Zendesk ticket with:
- Subject and description mapped from the claim reason and customer notes.
- Requester set to the customer email from the order.
- Custom fields and tags reflecting the Resolve flow type, resolution preference, and shipment phase (configured per shop).
- Attachments — claim photos and signatures uploaded as ticket attachments.
- Order and shipment context in the ticket body — order number, carrier, tracking number, affected line items.
Your agents see a complete ticket without looking up the order elsewhere.
Troubleshooting#
Authentication failed after saving
- Confirm the email belongs to an active agent or admin in Zendesk.
- Confirm the API token was copied in full — no leading or trailing spaces.
- Confirm Token Access is enabled in Zendesk Admin Center.
- Use the
{email}/token:{api_token}format — the literal wordtokenbetween the email and the API token is required by Zendesk.
Tickets not appearing
- Confirm the integration toggle is enabled in the Karla portal.
- Confirm Resolve is enabled and customers are submitting claims through an active Resolve flow.
- Check that the agent email has permission to create tickets in Zendesk.
Wrong Zendesk instance
- Double-check the endpoint URL matches your subdomain exactly —
https://your-subdomain.zendesk.comwith no trailing path.
Where to next#
- Helpdesk integrations overview — other connection options.
- Gorgias — native Gorgias integration setup.
- Webhooks — push claim events to a custom endpoint instead.
- Data processing — the full claim payload shape.
- Integration and automation — auto-refunds, routing rules, and custom transformations.