ConnectWiz + Zendesk
Live integrationKeep Zendesk running while you move — without double work
A pragmatic bridge for the transition months: tickets born in ConnectWiz appear in Zendesk, replies mirror both ways, and a loop guard makes the classic infinite comment ping-pong structurally impossible. When the move is done, switch it off.
Support
What it does — precisely
Push: tickets out
A ConnectWiz ticket conversation creates a Zendesk ticket with subject, comment and external reference; further replies append as comments.
Pull: replies back
A Zendesk trigger posts agent comments into the ConnectWiz thread — authenticated by a shared secret compared in constant time, with end-user comments filtered out.
The loop guard
Mirrored messages are tagged at the boundary so the push listener never bounces them back — the failure mode this prevents is the infinite ticket-comment ping-pong.
Two switches
Push and pull enable independently — mirror out only, in only, or both, per your migration phase.
Under the hood
Bridge mechanics
Push, with a reference spine
A ConnectWiz ticket creates its Zendesk twin with subject, first comment and an external reference tying the pair — every later reply appends as a comment on the same ticket, never a new one.
Pull, through your own trigger
A JSON trigger you paste into Zendesk posts agent comments back — authenticated by the shared secret, with end-user comments filtered out so the customer’s own words don’t echo back at them.
The loop guard, concretely
Every message that crosses the bridge is tagged as mirrored, and the push listener ignores tagged messages — the infinite comment ping-pong that plagues naive two-desk bridges is structurally impossible, not just unlikely.
Directions decouple
Mirror out only (keep Zendesk as the archive), in only (drain it), or both (run parallel during the move) — each direction has its own switch, so the bridge matches your migration week by week.
Setup
How it connects
Connect your Zendesk
Subdomain, agent email and API token — encrypted, with a test-connection check.
Paste the trigger
Add the provided JSON trigger in Zendesk for the pull direction.
Toggle directions
Enable push, pull or both — and switch them off the day the migration ends.
Better together
What it composes with
The inbox
Bridged tickets are ordinary inbox conversations — routing, assignment, SLA clocks and AI drafts all apply while the bridge runs.
Email & tickets
The bridge rides ticket conversations — email-born and portal-born tickets mirror the same way.
The exit
When the move completes, switch both directions off — conversations, contacts and history are already home. That’s the point.
Security & guarantees
The boring guarantees
Credentials encrypted, tested
Subdomain, agent email and API token are encrypted at rest, and connect runs a live test against your Zendesk before anything relies on it.
The pull path is authenticated
Inbound trigger calls carry the shared secret and are compared in constant time — a guessed URL doesn’t get to write into your inbox.
Only agent comments cross
The pull filters to agent-authored comments — end-user text, automations and system notes stay on their side of the bridge.
The honest fine print
Boundaries, stated
A bridge, not an importer
Scope is ticket create and reply, both ways. Help-center articles, macros, SLAs and views don’t come across — the honest use case is transition, then retirement.
Ticket conversations only
The push fires for ConnectWiz ticket threads — a WhatsApp chat doesn’t auto-create Zendesk tickets, on purpose.
Connected honestly beats connected loudly.
Every integration here is described by what it really does — direction, ownership and limits included.