Connect Zendesk to Sage CRM
Connect Zendesk to Sage and create support tickets directly from deal records — without switching tabs. Ticket status updates sync back to the Sage activity timeline, so your sales team can see open support issues alongside the full deal history.
What you'll need
- An Appalix account on the Pro plan or above
- A Zendesk account with admin access (to generate an API token)
- Your Zendesk subdomain — the part before
.zendesk.com(e.g.yourcompany) - An agent email address associated with the API token
- A Zendesk API token — generated in Admin Centre
Step 1 — Generate a Zendesk API token
- In Zendesk, click the Admin Centre icon (cog) in the left sidebar.
- Go to Apps and integrations → Zendesk API.
- Click the Settings tab and enable Token access if it is not already enabled.
- Click the Add API token button.
- Enter a description — for example, Appalix Sage — and click Create.
- Copy the generated token. It will only be shown once.
Step 2 — Paste your credentials into Sage
- In Appalix, go to Sage → Integrations.
- Under the Tickets section, find the Zendesk card and click Connect.
- Enter your Subdomain — just the subdomain part, not the full URL. For example, if your Zendesk URL is
yourcompany.zendesk.com, enteryourcompany. - Enter the Email address of the Zendesk agent whose API token you generated.
- Paste the API Token.
- Click Save & Connect.
Sage authenticates using the email/token pattern supported by the Zendesk API. A green "Connected" badge confirms the connection.
How it works
- Open any deal in Sage and look for the Create Ticket option in the activity panel.
- Fill in the ticket subject and description. The requester email is pre-filled from the deal's primary contact.
- Click Create Ticket. A new Zendesk ticket is created and a link is logged to the deal's activity timeline.
- When the ticket status changes in Zendesk (e.g. Open → Solved), the update is reflected in the Sage timeline.
Frequently asked questions
Which Zendesk plan supports API tokens?
API token access is available on Zendesk's Team plan and above. The free trial also supports API tokens.
Can I use any agent's email, or does it need to be an admin?
You need admin access to generate an API token, but you can generate it under your own agent account. The email and token pair must belong to the same Zendesk user.
Will tickets submitted by customers (not via Sage) appear in the deal timeline?
Only tickets created through Sage are automatically linked to deals. You can manually log a Zendesk ticket URL as a note on a deal to keep a record.
How do I rotate the API token?
Generate a new token in Zendesk Admin Centre, then click Disconnect in Sage Integrations and reconnect with the new token. The old token should then be deleted from Zendesk.
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Ready to connect Zendesk to Sage?
Generate your Zendesk API token, paste it into Sage Integrations, and start creating support tickets directly from your CRM deals.
Go to Sage Integrations →