Zendesk

When a pull request links to Zendesk tickets, or open tickets carry a tag you map to its repository, MergeHarbor adds a short summary of what customers report to the review, with personal data removed.

What it does in reviews

• Finds the tickets a pull request refers to. Ticket links on your Zendesk subdomain (https://<subdomain>.zendesk.com/agent/tickets/<id> and help center request links) in the pull request title and description, and in the issues it links to.
• Adds open tickets tagged for the repository. For the tags you map to a repository, MergeHarbor counts the open tickets (any status before Solved) and reads the 5 latest.
• Summarises the impact. Each ticket becomes a few lines: subject, status, priority, age, tags and the first lines of the customer’s report. The review uses them to weigh the change, for example a fix for a bug many customers reported. No extra model call is made.

Personal data is removed

Requester, assignee and other people fields are never read. Every text is passed through PII redaction before it is cached or sent to a model: email addresses, phone numbers, card numbers, postal addresses, names in greetings and sign-offs, handles and links with query strings are removed, along with anything that looks like a secret.

What is read and what is never read

• Read: the subject, description, status, priority, tags and creation time of linked tickets and of the 5 latest open tickets with a mapped tag.
• Never read: requesters, assignees, organizations, users, comments after the first report, attachments, macros, and tickets that are neither linked nor tagged. MergeHarbor never writes to Zendesk.

Ticket summaries are cached for a short time (10 minutes by default), deleted within 24 hours, and never written to logs.

Connect

1. In Zendesk Admin Center, open Apps and integrations → APIs → Zendesk API, turn on token access and choose Add API token. Name it MergeHarbor and copy it.
2. In the console, open Integrations and choose Connect on Zendesk (under Customer support). You need the settings.manage permission.
3. Enter your subdomain (the part before .zendesk.com), the email of the agent the token should act as, and the token. The agent must be able to view the tickets you want reviews to see.
4. Choose Test connection.

Map tags to repositories

Open Settings on the connection and add, for each repository, up to 10 Zendesk tags (for example checkout). Choose All repositories to map tags to every repository the connection is allowed for. Without a mapping, reviews read only the tickets a pull request links to.

Limits

• At most 3 linked tickets per review.
• At most the 5 latest open tickets with a mapped tag per review, plus their total count.
• Personal data is removed from every ticket before it is stored or used.

Disconnect

Open the integration in Integrations and choose Disconnect. MergeHarbor deletes the token and cached summaries. Then delete the API token in Admin Center → Apps and integrations → APIs → Zendesk API, since MergeHarbor cannot revoke it.

Self-hosted installations

Zendesk needs no OAuth application: customers paste their own API tokens.