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Kasta
Kasta
May 21, 2025
Question

Discord x Zendesk Integration?

  • May 21, 2025
  • 1 reply
  • 32 views

Hello,

I'm hoping someone can help walk me through if the following scenario for an integration is possible. Essentially, I'm wanting to create an integration (I believe a webhook) with Discord, where if I add the tag “Escalate” and put the ticket on hold, it will get sent to a specific Discord Server and channel and create a Discord Thread with at least the most recent public reply. I want people to be able to discuss freely in the thread, but have the option to post a private note in the Zendesk ticket by using a command, something like "!reply" in Discord. 

If the above scenario is possible, I would have one other similar scenario I’d like to explore involving the same process but also incorporating a Zendesk custom field to determine which Discord channel to send the ticket info to, instead of a tag.

    1 reply

    Elaine14
    Elaine14Employee
    Employee
    July 18, 2025
    Hi Kamron,
     
    Thanks for sharing your idea! Integrating Zendesk with Discord sounds like a fantastic way to facilitate communication.
     
    From what you described, using a webhook to trigger actions based on tags like “Escalate” is definitely possible. You can include the most recent public reply in the Discord thread and allow for discussions to unfold there, with a command like “!reply” for additional context.
     
    For your second scenario involving a custom Zendesk field to direct ticket info to a specific Discord channel instead of relying solely on tags, that could also be set up with proper configuration.
     
    If you need detailed steps on how to create these integrations, or if you have specific questions about setting up the webhook, feel free to ask! I’m sure the community will be happy to assist as well.
     
    Looking forward to hearing more about your ideas!
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