Zendesk Integration

Feedback and feature requests come in from all channels, especially Zendesk. Send user feedback from Zendesk tickets directly to Roadmap to track feedback. 

With the Roadmap and Zendesk integration, ideas, feedback, and follow-ups don’t fall through the cracks and you don’t have to worry about endlessly tagging tickets in Zendesk.

How to Add Feedback to Roadmap from Zendesk Tickets

When you’re having a conversation with someone in Zendesk and they share feedback such as “Hey, we’re wishing you had a Zapier integration” or “I’d love if we were able to export our reports” – the Roadmap and Zendesk integration lets teams capture, share, and track feedback with the product team. 

Once you’ve enabled the integration, your team can create new Feedback from a Zendesk ticket directly in the sidebar.

Once you submit the note, Roadmap creates new feedback for your product team to review. The user from Zendesk and the teammate sharing the feedback are automatically added as followers and can be notified when there is progress with their feedback.

Feedback from Zendesk


You’ll also have a convenient link back to the original Zendesk ticket from Roadmap, even as this feedback is added to ideas or stories on your roadmap. This can be helpful if you ever need to dive in and understand more from the original conversation.

Feedback from Zendesk

How to Enable the Roadmap and Zendesk Integration

Step 1: Enable the integration from your Roadmap account. Click on Settings –> Integrations –> Connect button for Zendesk.

Connect to Zendesk


Step 2: Copy the displayed Roadmap ID in the resulting popup. You’ll need it for the later steps. Then, click Install.

Zendesk Roadmap ID


Step 3: A new tab will open on the Zendesk Marketplace. Click Install.

Zendesk marketplace


Step 4: Select the account you’d like to connect to Roadmap, then click Install.

Zendesk marketplace account selection


Step 5: Paste in the Roadmap ID you copied earlier, then click Install.

Zendesk marketplace roadmap ID

From here you and your team can start using notes in your Zendesk tickets to create new feedback in Roadmap. 

Feedback from Zendesk


📌 Note : if you share the Zendesk integration with your team members in Roadmap, they can improve their notification experience by having each team member add the email address they use in Zendesk to their Roadmap profile in Account –> My Profile.

Feedback ❤️

Love to use Roadmap & Zendesk together? Have some ideas to make this integration even better? We’d love to hear from you!