# Zendesk

> Connect Zendesk so reviews see the customer impact of linked tickets and of open tickets tagged for a repository, with personal data removed before anything is stored.

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.