Turn support tickets into evidence for what to build

Overview

The Zendesk integration imports support tickets into Productboard as pieces of feedback, so product decisions draw on what customers tell your support team. Tickets arrive on the Insights board as they're created, and replies keep syncing after import. Available on all Productboard plans, and on all Zendesk plans except Support Essential.

Import tickets as feedback

A webhook pushes Zendesk tickets into Productboard the moment they match your import rules. Replies to an imported ticket appear on the piece of feedback in real time.

Choose which tickets come across

Import every ticket, only tickets carrying a specific tag, or tickets matching custom Zendesk trigger conditions such as keyword rules. Support keeps its normal workflow; only the relevant conversations reach the Insights board.

Keep customer context attached

Customer name, email, organization, and external ID sync alongside the ticket content, and imported feedback links automatically to the matching user and company records in Productboard. Zendesk tags carry over to the feedback for consistent categorization and filtering.

Link insights to features

Highlight the key parts of an imported ticket and link them to feature ideas. This connects support evidence directly to prioritization and design decisions.

Setup

You'll need an admin role in both Productboard and Zendesk.

1. In Productboard, go to Settings → Integrations, find Zendesk, and click Add integration.
2. Enter your Zendesk subdomain URL (e.g., yourcompany.zendesk.com).
3. Authorize via OAuth. Productboard creates a webhook and trigger in your Zendesk account.
4. Choose the import mode: all tickets, tickets with a specific tag, or custom trigger conditions.
5. Configure the optional settings: tag syncing and external ID matching.