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The Zendesk integration lets your support team request and review screen recordings directly from Zendesk tickets. Agents can create recording links, insert them into replies, and get notified when recordings arrive — all without leaving Zendesk.

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What the integration does

  • Installs a ticket sidebar app for creating recording links and viewing recordings.
  • Adds a ticket editor button so agents can insert recording links directly into reply drafts.
  • Adds a top bar app for quick link creation from anywhere in Zendesk.
  • Automatically tags tickets with userplane-recording-requested when a link is created.
  • Posts internal notes to tickets when recordings are received.
  • Captures ticket context — ID, subject, priority, type, tags, and requester info — with each recording link.

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Connecting Zendesk

There are two ways to connect Userplane to Zendesk — create a new workspace during setup or connect an existing one:
Only workspace owners and admins can authorize the Zendesk connection.
Install the Zendesk app and create a new Userplane workspace during the authorization flow.
1

Install from the Zendesk Marketplace

Find Userplane in the Zendesk Marketplace and install it to your Zendesk account.
2

Open the Userplane app

Open any ticket in Zendesk and click the Userplane app in the ticket sidebar to start the authorization flow.
3

Create a workspace

Click Connect to Userplane and choose to create a new workspace.
4

Invite teammates

Invite your support team to the new Userplane workspace.
5

Review your setup

Confirm the integration is connected in your workspace settings.
6

Refresh the Zendesk app

Go back to the Zendesk app and click Refresh to pick up the newly connected workspace.
7

Start using the integration

The Userplane app is now available across Zendesk — ticket sidebar, ticket editor, and top bar.

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Permissions granted

When you authorize the Zendesk connection, Userplane receives the following permissions:
  • Read ticket data to capture context and associate recordings with tickets.
  • Manage ticket tags to mark tickets with userplane-recording-requested.
  • Post internal comments to notify agents when recordings arrive.

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Disconnecting Zendesk

1

Open Integrations settings

Go to Workspace Settings > Integrations.
2

Click Disconnect

Click Disconnect next to Zendesk and confirm.
Disconnecting removes the Userplane app from Zendesk. Existing recordings and links are preserved.