The ReturnZap Zendesk Integration

The ReturnZap Zendesk Integration

The ReturnZap Zendesk integration displays your customers' return details directly inside the Zendesk Support ticket sidebar.

When an agent opens a ticket, they can instantly see the customer's recent returns including status, shipping, tracking, items, and exchange information, all without leaving Zendesk.


Note: The Zendesk integration is available on ReturnZap Advanced and Enterprise plans.

What you'll see in Zendesk

When a support agent opens a ticket, the ReturnZap sidebar automatically looks up the requester's email and shows:

  • Up to 5 recent returns (most recent first), each with:
    • RMA number
    • Order name and order date
    • Return date and current stage
    • Resolved status (e.g. Pending, Approved, Rejected)
    • Shipping method and delivery status
    • Tracking number (with link if available)
    • Link to view the return in Shopify
  • Items in each return, including:
    • Product name, SKU, and quantity
    • Return type and reason
    • Customer comments
    • Exchange details (if applicable)
  • A link to open ReturnZap directly

Returns are matched by the ticket requester's email address, including gift return recipients.

How to set up the integration

Step 1: Connect in ReturnZap

  1. In ReturnZap, go to Settings → Integrations
  2. Scroll down to the Zendesk section
  3. Enter your Zendesk subdomain (e.g. if your Zendesk URL is acme.zendesk.com  , enter acme  )
  4. Click Connect
  5. Important: An API token will appear. Copy it and save it somewhere safe — you won't be able to see it again. If you lose it, you can regenerate a new one.

Step 2: Install the app in Zendesk

  1. In ReturnZap's Zendesk settings, click the Download the ReturnZap Zendesk app link to download the app package (.zip   file)
  2. In Zendesk, go to Admin Center → Apps and integrations → Zendesk Support apps
  3. Click Upload private app
  4. Upload the .zip   file you downloaded
  5. When prompted for the ReturnZap API Token, paste the token you copied in Step 1
  6. Click Install

That's it! The ReturnZap sidebar will now appear on all support tickets.

Managing your connection

Regenerating your API token

If you need a new token (for example, if the original was compromised):

  1. In ReturnZap, go to Settings → Integrations → Zendesk
  2. Click Regenerate token
  3. Copy the new token — you won't be able to see it again
  4. In Zendesk, go to Admin Center → Apps and integrations → Zendesk Support apps
  5. Find ReturnZap, click Change settings
  6. Paste the new token and save

Warning: Regenerating the token invalidates the previous one immediately. Update it in Zendesk right away or the sidebar will stop working.

Disconnecting

To remove the integration:

  1. In ReturnZap, go to Settings → Integrations → Zendesk
  2. Click Disconnect

This revokes the API token. You'll also want to uninstall the ReturnZap app from Zendesk Admin Center.

Troubleshooting

Issue Solution
Sidebar shows "Failed to load return data" Check that the API token in Zendesk matches the one in ReturnZap. Try regenerating the token.
Sidebar shows "Invalid API token" The token in Zendesk is incorrect or was regenerated. Update it in Zendesk Support apps → ReturnZap → Change settings.
Sidebar shows "Feature not enabled" The Zendesk integration requires the Advanced or Enterprise plan. Upgrade your plan in Settings → Plan.
Sidebar shows "No returns found" The ticket requester's email doesn't match any returns in ReturnZap.
Sidebar doesn't appear at all Make sure the ReturnZap app is installed and enabled in Zendesk Admin Center → Apps and integrations.

FAQ

Q: Does this work with Zendesk Chat or other Zendesk products?

A: Currently the integration only works with Zendesk Support (ticket sidebar).

Q: Can I use this alongside the Gorgias integration?

A: Yes, both integrations can be active at the same time. They operate independently.

Q: How often does the sidebar refresh?

A: The sidebar fetches data each time an agent opens a ticket. There is no automatic polling — click refresh or reopen the ticket to get updated data.

Q: Is there a cost for the Zendesk integration?

A: The integration is included in Advanced and Enterprise plans at no extra cost.

Still need help? Contact Us Contact Us