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Zendesk

Zendesk integration brings Revisit sessions into your ticket workflow — so support teams can quickly jump from “what happened?” to the exact session that explains it.

What you can do

  • See recent sessions for the ticket requester (matched by email).
  • Open any session in Revisit from the Zendesk sidebar.
  • Attach a session to a ticket as an internal note.
  • (Optional) Auto‑attach the best session when a ticket is created.
  • Create a bug report (GitHub/Jira) from a ticket and post the link back to Zendesk.

Before you start

  • You need a Revisit project with session recording installed.
  • For session matching to work, Revisit needs the visitor’s email. (If you don’t see sessions for a requester, check the Add Visitor Details guide.)
  • You need Zendesk admin access to install a private app (or ask your Zendesk admin to do it).

Step 1: Connect Zendesk in Revisit

  1. Open your Revisit project.
  2. Go to Project Settings → Integrations.
  3. Under Zendesk, enter your Zendesk subdomain and click Connect.
  4. Once connected, Revisit will show you:
    • App secret (you’ll paste this into Zendesk)
    • Project ID (you’ll paste this into Zendesk)
    • Download .zip button for the Zendesk sidebar app
    • Webhook URL (optional, for auto‑attach)

Step 2: Install the Zendesk sidebar app

  1. In Revisit, click Download .zip in the Zendesk integration settings.
  2. In Zendesk Admin Center, go to Apps and integrations → Apps → Zendesk Support apps.
  3. Choose Private apps → Upload app, then upload the zip.

Step 3: Configure the app settings in Zendesk

During installation, Zendesk will ask for app settings. Copy/paste these values from Revisit:

  • revisitProjectId: your Revisit project ID
  • revisitAppSecret: the app secret shown in Revisit
  • revisitAppBase: you can usually keep the default value

Keep the app secret private — it’s what allows the Zendesk sidebar app to securely request sessions and attach notes for your project.

How to use it (inside Zendesk)

  1. Open any ticket.
  2. In the ticket sidebar, open the Revisit app.
  3. Browse sessions for the requester and select one.
  4. Click Open in Revisit to watch the replay.
  5. Click Attach session to add it to the ticket as an internal note.
  6. Use Create bug to create a GitHub/Jira issue and link it back to the ticket.

Optional: Auto‑attach the best session when a ticket is created

If you want new tickets to automatically receive a “best matching session” internal note, set up a Zendesk webhook + trigger. Revisit provides the webhook URL in your project’s Zendesk integration settings.

  1. Create a webhook in Zendesk that points to the webhook URL shown in Revisit.
  2. Add a header named x-revisit-zendesk-app-secret with the app secret value.
  3. Create a trigger that runs when a ticket is created and calls that webhook.

Suggested webhook payload

If Zendesk asks for a JSON payload/body, you can send: 

{
  "ticketId": "{{ticket.id}}",
  "requesterEmail": "{{ticket.requester.email}}",
  "createdAt": "{{ticket.created_at}}"
}

Troubleshooting

No sessions show up for a requester

  • Confirm the ticket requester email matches the email sent to Revisit.
  • Check that you’re looking at the correct Revisit project.
  • Review Add Visitor Details to ensure emails are being recorded.

The Revisit app doesn’t appear in the ticket sidebar

  • Make sure the app was installed as a Zendesk Support ticket sidebar app.
  • In Zendesk, confirm the app is enabled and visible for agents.

Next Steps

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