Zendesk Integration
Turn support tickets into product ideas
Overview
IdeaLift for Zendesk bridges the gap between your support team and product development. With one click, agents can send valuable customer feedback from Zendesk tickets directly to your product backlog—and automatically notify customers when their ideas ship.
Key Features
One-Click Ticket Capture
- • Send any ticket to IdeaLift from the ticket sidebar
- • Automatically extracts ticket details, requester info, and context
- • Categorize as feature request, bug report, or improvement
- • Add agent notes for additional context
Automatic Status Sync
- • IdeaLift status changes reflect in Zendesk
- • Keep agents informed without leaving Zendesk
- • Track ideas from "captured" through "shipped"
Customer Feedback Loop
- • Automatically notify customers when their ideas ship
- • Choose between public reply or internal note
- • Customizable notification templates
- • Close the loop and increase customer satisfaction
Duplicate Detection
- • AI-powered detection prevents duplicate ideas
- • Link multiple tickets to the same idea
- • See vote counts from aggregated feedback
Installation
1Install from Zendesk Marketplace
Search for "IdeaLift" in the Zendesk Marketplace or use the direct installation link.
Install from Marketplace2Connect Your IdeaLift Account
After installation, click the IdeaLift icon in the Zendesk navbar to complete OAuth setup:
- Click "Connect to IdeaLift" in the navbar app
- Log in to your IdeaLift account (or create one)
- Authorize the connection
- Select your workspace
3Configure Settings (Optional)
Customize how IdeaLift works with your Zendesk:
- • Default category for new ideas
- • Notification preferences
- • Customer notification templates
How to Use
Capturing a Ticket
- 1.Open any Zendesk ticket
- 2.Find the IdeaLift panel in the ticket sidebar
- 3.Click "Send to IdeaLift"
- 4.Select a category (Feature, Bug, Improvement)
- 5.Add optional agent notes for context
- 6.Click "Capture" to create the idea
Viewing Linked Ideas
Once a ticket is linked to an idea, the sidebar will show:
- • The idea title and ID
- • Current status (Captured → Planned → In Progress → Shipped)
- • Link to view in IdeaLift dashboard
- • Vote count if multiple tickets are linked
Customer Notifications
When an idea status changes to "Shipped", IdeaLift can automatically notify the customer:
- • Public Reply: Adds a reply to the ticket that the customer sees
- • Internal Note: Adds an internal note for agents only
- • No Notification: Status updates silently
Pro tip: Use customer notifications to close the feedback loop and show customers you listen to their feedback.
What Gets Captured
Captured
- ✓Ticket subject (becomes idea title)
- ✓Ticket description
- ✓Requester name and email
- ✓Ticket priority and type
- ✓Link back to Zendesk ticket
- ✓Agent notes (optional)
Not Captured
- ✗Ticket comments/conversation
- ✗Attachments
- ✗Custom fields
- ✗Internal notes
Pricing
Free 14-day trial. Pricing based on agent count:
Troubleshooting
IdeaLift panel not showing in sidebar
Make sure the app is enabled in Zendesk Admin → Apps → Manage. You may need to refresh the ticket page.
"Not connected" error
Click the IdeaLift icon in the navbar and complete the OAuth connection. Make sure you have an IdeaLift account.
Duplicate detection not working
Duplicate detection requires a Pro plan or higher. It uses AI to compare the content of tickets, so very different phrasing may not be detected as duplicates.
Customer notifications not sending
Check your notification settings in the IdeaLift navbar app. Make sure "Notify on ship" is enabled and you have a notification template configured.
Requirements
- •Zendesk Support (all plans)
- •IdeaLift account (free trial available)
- •Admin access to install Zendesk apps
Need Help?
Having issues with the Zendesk integration?