Setting up Zendesk in Support Fusion
Zendesk has been part of Support Fusion’s core connector library from day one.
That means every enhancement we make to our integration engine lifts across all connectors - so Zendesk users automatically benefit from new features without additional setup.
In this week’s update, Steve takes us back to where it all began, showing how to set up Zendesk for a mobility services provider working with an enterprise customer on ServiceNow. It’s a common scenario: the provider runs their operations in Zendesk, the customer uses ServiceNow, and tickets need to move between the two without anyone manually rekeying data.
Step-by-step setup
In the walkthrough, Steve covers:
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Finding your Zendesk subdomain – Grab it from your Zendesk URL and paste it into Support Fusion.
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Adding the user email – This is the account that tickets will be created under.
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Generating an API token – Create a new token in Zendesk’s admin section, copy it, and paste it into Support Fusion.
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Testing the connection – Confirm the link between Zendesk and Support Fusion is live.
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Configuring defaults and field mapping – Set who gets assigned incoming tickets and ensure they’re linked to the right organisation.
Why this matters
For MSPs and service providers, especially in mobility and telecoms, working with large enterprise customers often means juggling different ticketing systems. Without automation, that can add up to hours of manual work every month - time that could be spent solving customer issues instead of copying and pasting ticket data.
With Support Fusion, tickets, statuses, and comments sync automatically between Zendesk and platforms like ServiceNow. No more missed updates, no more duplicated effort, and a better experience for both the provider and their customer.
