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How to connect Zendesk for Tracking Solver

Your CS agents are switching between Zendesk and ShippyPro dozens of times a day just to answer "where is my order?" tickets. Connecting the two eliminates that manual back-and-forth: Tracking Solver links your Zendesk tickets directly to the corresponding shipments, so your team sees tracking status, carrier updates, and delivery context without ever leaving Zendesk

Summary:

 

  1. What you need before starting

  2. Step 1 – Open Tracking Solver settings

  3. Step 2 – Connect Zendesk

  4. Step 3 – Create the OAuth client in Zendesk

  5. Step 4 – Complete the connection in ShippyPro

  6. Step 5 – Configure ticket matching

  7. Troubleshooting

  8. FAQ

 

 

1. What you need before starting

Before starting the setup, make sure you have:

  • An active ShippyPro account
  • An active plan for Zendesk Support
  • Admin access to your Zendesk account — you'll need it to access the Admin center and connect Zendesk

⚠️ Important: The connection requires creating an OAuth client in Zendesk's Admin Center. This is only possible with a Zendesk Admin role. If you have Agent-level access, ask your Zendesk administrator to complete steps 3–4.

2. Step 1 – Open Tracking Solver settings

  1. Go to Tracking Solver in ShippyPro.
  2. Click Settings in the top-right corner of the page.

3. Step 2 – Connect Zendesk

  1. In the Settings panel, find the Zendesk integration card.
  2. Click Connect
  3. Enter your Zendesk subdomain in the field provided — this is the part before .zendesk.com in your Zendesk URL. For example, if you access Zendesk at yourcompany.zendesk.com, enter yourcompany.
  4. Click Continue

4. Step 3 – Create the OAuth client in Zendesk

This step takes place in your Zendesk Admin Center. You're creating an OAuth client so ShippyPro can securely authenticate with your Zendesk account.

💡 Tip: To jump directly to the right Zendesk page in the next step, click Open Zendesk OAuth settings — it takes you straight to Apps and Integrations > API > OAuth Clients in your Zendesk Admin Center.

  1. In Zendesk Admin Center, go to Apps and integrations > API > OAuth Clients.
  2. Click Add OAuth client.
  1. Copy the Client Name, Redirect URLs, and any other values shown in ShippyPro and paste them into the corresponding fields in Zendesk.
  2. Click Save at the bottom of the page.
  3. After saving, Zendesk will display the Secret for this OAuth client. Copy it immediately — this value is only shown once.

⚠️ Important: If you close this page without copying the Secret, you'll need to regenerate it. Zendesk does not show the Secret again after you navigate away.

5. Step 4 – Complete the connection in ShippyPro

  1. Return to ShippyPro.
  2. Paste the Secret you copied from Zendesk into the dedicated field.
  3. Click Connect Zendesk
  4. A confirmation window will appear asking you to approve the integration. Click Allow to complete the authorization.

6. Step 5 – Configure ticket matching

The last step is telling ShippyPro how to match incoming Zendesk tickets to shipments in your account.

  1. Choose the field Zendesk tickets use to reference orders:
    • Order number — use this if your tickets typically include the customer's order reference
    • Tracking number — use this if your tickets include the carrier tracking code
  2. If your tickets don't consistently contain either field, select the most common one. ShippyPro will fall back to advanced matching — automatically cross-referencing multiple parameters (customer email, order reference, tracking code) to find the right shipment.
  3. Click Activate integration

Wait a few minutes — Zendesk tickets will begin appearing in Tracking Solver linked to their corresponding shipments. ✅

7. Troubleshooting

Problem: The connection fails after clicking Connect Zendesk.
Cause: The Secret was entered incorrectly or has already expired (Zendesk invalidates Secrets if the OAuth client is modified after creation).
Fix: Return to Zendesk Admin Center > Apps and integrations > API > OAuth Clients, open the ShippyPro client, regenerate the Secret, and paste the new value into ShippyPro.

Problem: Tickets are not appearing in Tracking Solver after activating the integration.
Cause: The matching configuration may not align with the content of your tickets, or there are no recent tickets containing a recognizable order or tracking reference.
Fix: Open a recent Zendesk ticket manually and confirm it contains an order number or tracking number. If it doesn't, switch to advanced matching in the integration settings.

Problem:
The Open OAuth settings button doesn't open the right page.
Cause: The shortcut uses your subdomain to build the URL. If the subdomain was entered incorrectly, it will open the wrong workspace.
Fix: Go back, click Disconnect, re-enter your subdomain carefully, and try again. Your Zendesk subdomain is always the part before .zendesk.com — check it directly in your browser's address bar when logged into Zendesk.

Problem: The OAuth client was saved in Zendesk but the Secret was not copied.
Cause: Zendesk shows the Secret only once, on the page immediately after saving.
Fix: In Zendesk Admin Center, open the OAuth client you created, click Regenerate Secret, copy the new value, and paste it into ShippyPro.

8. FAQ

Q: Do I need a specific Zendesk plan to connect?
A: No. The OAuth API used for this integration is available on all Zendesk Support plans, including Suite Team, Growth, Professional, and Enterprise.

Q: Does the connection work with multiple Zendesk subdomains?
A: Currently ShippyPro supports one Zendesk connection per ShippyPro account

Q: What happens to existing tickets once the integration is active?
A: ShippyPro will begin matching new tickets as they arrive. Last 7 days historical tickets already in your Zendesk inbox are retroactively linked. Deleted tickets will not be imported.

Q: Can I change the ticket matching field after activation?
A: Yes. Go to Tracking Solver > Settings > Zendesk and update the matching field at any time. All matching tickets will be removed and a new sync will be run immediately.

Q: What does "advanced matching" actually check?
A: When no single field matches cleanly, ShippyPro cross-references the customer's email address, the order reference number, and the tracking number simultaneously to find the most likely shipment. This works well for tickets where customers write in without including a structured reference.

Q: What happens if I disconnect Zendesk?
A: The integration stops immediately. Tickets already linked to shipments in Tracking Solver will be removed, and the tickets sync with your Zendesk account will be stopped immediately. Reconnecting requires going through the OAuth setup again.

Q: How long does the first sync take?
A: Typically 30 minutes from the moment you click Activate integration. If no tickets appear after a few hours, contact our Support Team