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Zendesk Integration

Connect Recapt with Zendesk to view session recordings directly within your support tickets. Give your support agents immediate context about what customers experienced.

Features​

  • Session Sidebar: View relevant sessions directly in Zendesk tickets
  • Automatic Matching: Sessions are automatically linked based on customer email
  • One-Click Replay: Jump directly to session recordings from tickets
  • Customer Timeline: See all sessions for a customer in one place

Prerequisites​

Before setting up the Zendesk integration, ensure you have:

  • A Recapt account with admin access
  • A Zendesk account with admin privileges
  • Your Zendesk subdomain (e.g., yourcompany from yourcompany.zendesk.com)

Setup Instructions​

Step 1: Navigate to Integrations​

  1. Log in to your Recapt dashboard
  2. Go to Settings > Integrations
  3. Find Zendesk in the integrations list
  4. Click Connect

Step 2: Enter Your Subdomain​

  1. Enter your Zendesk subdomain (just the name, not the full URL)
    • Correct: yourcompany
    • Incorrect: yourcompany.zendesk.com
  2. Click Continue

Step 3: Authorize Recapt​

  1. You'll be redirected to Zendesk's authorization page
  2. Log in to your Zendesk admin account if prompted
  3. Review the permissions Recapt is requesting
  4. Click Allow to authorize the connection

Step 4: Install the Zendesk App​

After OAuth authorization, install the Recapt sidebar app:

  1. Go to your Zendesk Admin Center
  2. Navigate to Apps and Integrations > Zendesk Support Apps
  3. Search for "Recapt" or install from the provided link
  4. Click Install
  5. Configure the app settings as needed

Using the Zendesk Sidebar​

Once installed, the Recapt sidebar appears in your Zendesk ticket view.

Viewing Sessions​

  1. Open a ticket in Zendesk
  2. Look for the Recapt panel in the right sidebar
  3. Relevant sessions for the ticket's requester are displayed
  4. Click on any session to open it in Recapt

Session Information Displayed​

The sidebar shows for each session:

  • Date and Time: When the session occurred
  • Duration: How long the session lasted
  • Pages Visited: Key pages the user accessed
  • Events: Notable events like errors or rage clicks

Automatic Matching​

Sessions are matched to tickets based on:

  1. Email Address: The ticket requester's email matches the identified user
  2. Organization: Sessions from your Recapt organization
  3. Time Relevance: Recent sessions are prioritized
tip

For best results, ensure you're identifying users in Recapt with the same email addresses used in Zendesk.

Session List​

The main view shows recent sessions for the ticket's customer:

  • Sessions are sorted by date (newest first)
  • Each session shows a preview with key information
  • Click any session to open it in a new tab

Session Details​

Click on a session to see more details:

  • Full session timeline
  • Console errors and warnings
  • Page navigation history
  • User interaction summary

Quick Actions​

From the sidebar, you can:

  • Open Session: View the full session recording
  • Copy Link: Get a shareable link to the session
  • View All: See all sessions for this customer

Managing the Integration​

Viewing Connection Status​

  1. Go to Settings > Integrations > Zendesk
  2. View the connected Zendesk subdomain
  3. See the connection status and last sync time

Refreshing the Connection​

If sessions aren't appearing correctly:

  1. Go to Settings > Integrations > Zendesk
  2. Click Refresh or Reconnect
  3. Re-authorize if prompted

Disconnecting​

To remove the Zendesk integration:

  1. Go to Settings > Integrations > Zendesk
  2. Click Disconnect
  3. Confirm the disconnection
  4. Optionally, uninstall the Zendesk app from Admin Center

Permissions​

The Recapt Zendesk integration requests these OAuth scopes:

PermissionPurpose
readAccess ticket and user information
writeAdd session links to tickets (if enabled)
webhooks:readReceive ticket events
webhooks:writeRegister webhook endpoints

Best Practices​

Ensure User Identification​

For the best experience:

  1. Identify users in Recapt with their email addresses
  2. Use the same email addresses as in Zendesk
  3. See User Identification for setup

Train Your Support Team​

Help your team get the most from the integration:

  • Show them how to find the Recapt sidebar
  • Explain what session information is available
  • Demonstrate how to open and review sessions
  • Share tips for identifying issues in recordings

Use Sessions for Context​

Before responding to tickets:

  1. Check the Recapt sidebar for recent sessions
  2. Watch relevant recordings to understand the issue
  3. Include specific observations in your response
  4. Reference timestamps if helpful ("At 2:15 in your session...")

Troubleshooting​

  1. Verify the Zendesk app is installed and enabled
  2. Check that you're viewing a ticket (not the ticket list)
  3. Refresh the Zendesk page
  4. Ensure the integration is connected in Recapt settings

No Sessions Showing​

  1. Check User Email: Verify the ticket requester's email matches sessions
  2. Check User Identification: Ensure users are identified in Recapt
  3. Check Time Range: Sessions may be from before your installation
  4. Check Organization: Ensure the integration is for the correct org

"Not Authorized" Error​

  1. Your Zendesk session may have expired - refresh and log in again
  2. The integration may need to be reconnected
  3. Your Zendesk permissions may have changed

Sessions Not Matching Correctly​

If sessions are showing for the wrong customers:

  1. Verify user identification is set up correctly
  2. Check for email mismatches between systems
  3. Ensure you're not using generic/test emails

Privacy Considerations​

  • Session data is displayed within Zendesk but stored in Recapt
  • Support agents can see sessions for customers they have ticket access to
  • Obfuscated data remains obfuscated in the Zendesk sidebar
  • Consider your data access policies when enabling this integration