Zendesk

Zendesk Integration

Keep every folio on the ticket your support team is already working. When you connect Zendesk, FolioReady imports the requester as a client, writes collected field values straight onto that ticket, posts document summaries as private comments, and stores the uploaded files as ticket attachments. Nobody on your team has to leave Zendesk to see what a client sent.

Why Connect Zendesk?

Everything on one record

Without the integration, a document request and the support ticket that prompted it live in two different places. With Zendesk connected, everything a client submits (field values, an AI summary of each file, and the files themselves) lands on that same ticket.

Nothing reaches the customer by accident

Every note FolioReady posts is a private comment. Your agents see it in the ticket timeline; the customer who submitted the folio never does.

Files live where your team already looks

Connect Zendesk as your storage service and uploaded documents attach directly to the ticket. There's no separate FolioReady file library to remember to check. The attachment on the ticket is the file.

Set up once per workspace

One connection covers your whole Zendesk account. Any manager can map fields in the template builder once Zendesk is connected, without authorizing again per user.

What You Can Do

Import Zendesk users as FolioReady clients

Search your Zendesk account by name or email and bring a user in as a FolioReady client in one click. Contact details are pre-filled from Zendesk.

No duplicates

If a client with the same Zendesk user ID or email already exists, FolioReady links the existing client instead of creating a duplicate.

Write folio data onto the ticket

In the template builder, map any canvas field to a ticket field. When a client completes a folio, FolioReady writes the collected value straight onto the ticket your team is already working, with no copy-paste between systems.

Create a ticket field without leaving FolioReady

Mapping a field to something that doesn't exist yet in Zendesk? Click Create field in the template builder and FolioReady creates the ticket field for you, then selects it. There's no trip to Zendesk's admin settings.

Prerequisites

A Zendesk Support account (Zendesk Sell isn't supported)
Admin access to that Zendesk account, to authorize the connection
A FolioReady account on any plan

Connecting Your Account

Zendesk is a managed integration. Connecting starts with a one-time approval from FolioReady support before you can authorize your account.

Step 1: Request Access

Navigate to Settings > Integrations, find the Zendesk card, and click Connect to open the access request dialog. Confirm to send the request to FolioReady support. The card changes to Access Requested while it's reviewed.

Step 2: Tell FolioReady your subdomain

Once approved, return to Settings > Integrations. The Zendesk card now shows a green Connect button. Zendesk's authorization screen lives on your own account's address, so FolioReady asks for your subdomain first: the part before .zendesk.com. If your team works at https://acme.zendesk.com, enter acme; a pasted acme.zendesk.com or the full URL works just as well.

Step 3: Authorize FolioReady

You're redirected to your Zendesk account to sign in and authorize FolioReady. Once you approve, you're sent back to FolioReady. The integration is now active, and Zendesk is set as your CRM service.

No client ID to copy

You never handle a Zendesk API key or client ID. The subdomain is all FolioReady needs to build the right authorization link for your account.

Importing Users

Once connected, an Import from Zendesk button appears on the Clients page.

Step 1: Search for a User

Click Import from Zendesk to open the import page. It lists users from your account before you type anything, and searching by name or email narrows the list.

Step 2: Client Created

Press Link to Zendesk on their row. The user becomes a FolioReady client with their name, email, and phone pre-filled from Zendesk, and their record opens. Pressing it on someone already in FolioReady opens the client you already have rather than creating a second. A client you added by hand under the same email address is linked the same way, so nothing is duplicated.

Mapping Folio Fields to Ticket Fields

In the template builder, every canvas field can be mapped to a field on the ticket your template files against. When a client completes a folio, FolioReady writes the collected values onto that ticket.

Using an existing field

Open a template in the builder and click any canvas field. Under Zendesk Field Sync you'll see a list of your account's ticket fields, loaded live from Zendesk. Pick one. Zendesk's own built-in fields (subject, description, and status among them) aren't offered, since they hold the ticket's own content rather than a value your folio collects.

Creating a new field from FolioReady

If the field you need doesn't exist yet, click Create field inline. FolioReady creates a new ticket field of the matching type in your Zendesk account and selects it for you.

The Ticket a Folio Files Against

A folio needs a real ticket to write to, and FolioReady never creates one on your behalf. When you start a request against a Zendesk-connected template, FolioReady looks at the tickets the client has already opened with your team:

One ticket: it's selected automatically.
Several tickets: you pick the right one before the folio goes out.
None yet: the request is refused. A folio with nowhere to write could only ever collect documents and leave them stranded, so FolioReady stops rather than guessing. Open the ticket in Zendesk first, or send the client a template that doesn't target Zendesk.

Field values, notes, and documents share one destination

Everything a Zendesk-connected folio produces (the mapped field values, the AI's document summaries, and the uploaded files themselves) lands on that same ticket. There's nothing to configure separately for each.

Document Summaries as Notes

When a client uploads a document, FolioReady's AI reads it and writes a short plain-language summary. That summary is posted as a private comment on the ticket, headed "Document synopsis — [filename]", so your team can tell what each file contains without opening it, and without the customer ever seeing the note.

Summaries post automatically once the AI finishes reading a document. A file that's still processing, or that couldn't be summarized, is skipped until its summary is ready.

Choosing what syncs

FolioReady pushes folio data to Zendesk on its own, with no button to press. Field values go onto the ticket whenever they change: when AI extraction fills them, when you edit a field on the folio, and when you accept an AI value or an Insight proposal. Each document's summary goes out as a note once the AI has finished reading that file.

The two are switched separately under Company → Integrations: Sync Field Values and Sync Document Notes. Turn the notes off and field values keep flowing, which is the setting to use when your team wants the data on the ticket but not the AI's summaries in the comment history.

Documents Stored on the Ticket

Pick Zendesk as your storage destination in Settings → Integrations → Edit, and every file from a folio attaches directly to the ticket it files against. Zendesk is the storage destination here, so FolioReady doesn't keep a second copy of the file once it's on the ticket.

A 50 MB limit Zendesk itself sets

Zendesk caps a single ticket attachment at 50 MB, and neither FolioReady nor your Zendesk admin can raise it. It's fixed on Zendesk's side. If a section needs to accept larger files, keep its file-size limit at or below 50 MB so every upload can actually reach the ticket.

Deleting a document in FolioReady doesn't remove it from Zendesk

Zendesk offers no way to remove a single attachment from a ticket short of redacting the whole ticket, which isn't available on every plan and erases the surrounding comment along with it. Deleting a document in FolioReady removes it from the folio; the copy already attached to the ticket stays there.

The FolioReady Panel in a Ticket

Agents get a FolioReady panel in the ticket sidebar. It lists the folios filed against the ticket they have open, each with its current status, so an agent can see what was asked for and what has come back without leaving the ticket.

Request Documents opens FolioReady's usual request wizard with the ticket's requester already selected as the client. You still choose the template and the email schedule there. The panel hands off rather than deciding for you.

Scoped to the ticket in front of you

The panel lists folios filed against the open ticket, not everything the requester has ever been asked for. If the same person was asked for documents on another ticket, those folios show on that ticket instead.

Arrives with the Marketplace listing

The panel is part of FolioReady's Zendesk Marketplace app, which is not yet published. Connecting your account gives you client import, field sync, private notes and ticket attachments today. The sidebar follows when the app is listed.

How It Works

Zendesk                              FolioReady                         Zendesk
────────                             ───────────                        ────────
Search users     ◄────────────       Import from Zendesk
User selected     ──────────────►    Client created/linked

                                     Template builder:
                                     Pick ticket field    ───────────►  Read account's
                                     Or create new field  ─────────►    ticket fields
                                                                         Create ticket field

New folio started ◄──────────────    Look up the client's requested tickets
Ticket chosen      ──────────────►   Folio filed against that ticket

                                     Folio field edited    ──────────►  custom_fields
                                                                          written to the ticket

                                     Document + AI summary ──────────►  Private comment on
                                                                          the ticket:
                                                                          "Document synopsis: …"

                                     File uploaded          ──────────►  Attached to the
                                                                          same ticket

All sync happens in the background. Events are processed automatically as they occur, with no extra steps in your workflow.

Zendesk access tokens don't expire, so you won't be asked to reconnect on a schedule. If the connection is ever revoked from the Zendesk side, reconnecting is the only way to restore it. FolioReady doesn't retry in the hope it comes back.

Disconnecting

To disconnect Zendesk:

Go to Settings > Integrations
Click Delete Connection on the Zendesk integration
Confirm the disconnection

After disconnecting, no more folio data writes to Zendesk. Attachments and comments already posted to your tickets stay there. Disconnecting only stops future sync.

Troubleshooting

"Connect" doesn't appear after requesting access

Access requests are reviewed by FolioReady support before the connection can be authorized. If it's been a while, reach out and we'll check on it.

A folio can't be started against a Zendesk template

The client needs an open ticket with your team before a Zendesk-targeted request can go out. FolioReady never creates one for you. Open the ticket in Zendesk, or use a template that doesn't target Zendesk.

Sync fails after access is revoked

If your connection status turns red, your Zendesk access was revoked, typically because someone removed FolioReady from Zendesk's admin settings. Click Reconnect on the integration page to authorize again; there's nothing to wait out first.

A file didn't upload

Check the file's size against Zendesk's 50 MB attachment limit (see the callout above). A file over that limit can't reach Zendesk on any FolioReady plan, and neither FolioReady nor Zendesk can raise it for you. Bring the section's own file-size limit under 50 MB so it never accepts a file Zendesk would reject.

Wrong subdomain connected

If you typed the wrong subdomain during setup, click Delete Connection, then Connect again, and enter the correct one this time.

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