Overview
A quick reply to an unhappy customer can turn a bad experience around. Connect Zendesk to Okendo, and a ticket opens in Zendesk for each review with a low star rating or negative sentiment, so your support team sees it straight away.
Before you begin
❗ Zendesk no longer lets you create API tokens, so you can connect only with an active token you already have. All Zendesk API tokens stop working on April 30, 2027. Accounts created on or after July 28, 2026 can't use API tokens at all. Okendo is updating the Zendesk integration to support OAuth, Zendesk's replacement for API tokens. If you don't have a token you can use, contact Okendo Support.
You'll also need admin access to Zendesk.
Connect Zendesk to Okendo
Have your Zendesk domain, the email address you log in to Zendesk with, and your API token ready. See Use an existing API token and Find your Zendesk domain below.
Open the Zendesk section. Enter your Zendesk domain in API Base URL, your Zendesk email address in Username and your API token in API Key.
Choose when to create tickets: for reviews at or below a star rating you set, for all reviews with negative sentiment, or both.
Click Save.
Use an existing API token
Zendesk shows a token's value only once, when it's created, so you need the copy you saved then. Before you connect, check that the token is still active:
In Zendesk, go to Admin Center > Apps and integrations > APIs > API tokens.
Find your token and check its status. Zendesk switches off tokens that haven't been used for 30 days.
If your token is switched off, reactivate it. You can do this up to 60 days after it was switched off; after that, Zendesk deletes it.
Find your Zendesk domain
Your Zendesk domain is the address you use to open Zendesk, such as yourcompany.zendesk.com. You'll see it in your browser's address bar when you're logged in to Zendesk.
FAQs & Troubleshooting
Q: Why is Zendesk removing API tokens?
A: For security. An API token never expires, can't be rotated and gives full access to your Zendesk account, so a stolen token can be misused for months before anyone notices. Zendesk is replacing tokens with OAuth, which gives each app short-lived access limited to what it needs. For details, see Zendesk's announcement.
Q: Zendesk won't let me create an API token. How do I connect?
A: Zendesk stopped all new API tokens on October 27, 2026, and Okendo connects to Zendesk with an API token. If you saved an active token earlier, use it as described above. If you don't have one, contact Okendo Support.
Q: Okendo has stopped creating Zendesk tickets. What should I check?
A: Zendesk switches off API tokens that haven't been used for 30 days, which can happen when no review has met your ticket rules for a while. Check your token in Admin Center > Apps and integrations > APIs > API tokens and reactivate it if it's switched off. If it was switched off more than 60 days ago, Zendesk has deleted it: contact Okendo Support.
Q: What happens to my Zendesk connection on April 30, 2027?
A: Zendesk switches off every remaining API token that day, so a connection that uses one stops creating tickets. Okendo is updating the Zendesk integration to support OAuth, and we'll update this article when it's ready. If your connection stops before then, contact Okendo Support.