Zendesk FAQ


What Base plan is the Zendesk Integration available on?

This integration is currently available on all plans with the Advanced Snap Add-On. 


Do I need to be on a specific Zendesk plan to use this integration?

You'll need to be on Zendesk's Professional Plan or higher to enable the Zendesk Integration. Check out Zendesk's Plans & Pricing here.


How does Base match my Zendesk tickets to my Contacts?

Base scans a combination of the name of the Contact, the email address of the Contact, as well as the domain of that email address. We match those against the “requester” field within your Zendesk tickets. Based off of those criteria, we find and attach Zendesk tickets to their records within your Base account.

You'll find a table below with examples of requesters in Zendesk, and their respective matches in Base. The integration is pretty forgiving when it comes to exactly matching your Requesters - we'd rather you have more information available to you than miss out on a potentially important Zendesk ticket on a Contact because it came from a slightly different name. 


Zendesk Requester

Name: Phillip Jones (Contact)

Email: phil@gmail.com

Phil Jones


Name: Tim Parker (Contact)

Email: tim.parker@delivery-inc.com

Tim Parker


Name: Gear Shift (Company)

Email: contact@gearshift.com

David Mills


Name: Quick Post (Company)

Email: No email

Mark Williams



How often does Base sync with Zendesk?

Base will sync once every 15 minutes with Zendesk.


What information will I see in Base from my Zendesk tickets?

Ticket Title, Requester, Owner, and Status will sync in from Zendesk’s default fields. Additionally, any custom Ticket properties defined in Zendesk will sync to Base. You’ll also see status changes, public comments, and internal comments displayed within Base.

Open tickets will be highlighted in a box on the right side of a Contact named “Tickets.” 

Tickets that are not currently open will be reflected in the activity feed of a Contact. 

When do I see tickets on Deals?

All open tickets for Associated Contacts are displayed on its Deal as soon as the Deal is created. You'll see them show up in the Activity feed, as well as the Tickets box on the right side of the Deal card. 

Still have questions? Reach out to us at support@getbase.com and we'd be happy to help!