Zendesk authentication with OAuth 2.0
Details
Nest, Hootsuite's app for customer care and community management, now supports OAuth 2.0 for its Zendesk integration. Your Inbox admin connects once using a client identifier and secret from your Zendesk account, and Send to Zendesk keeps working as it does today.
Zendesk is removing API tokens as an authentication method. It stops issuing new tokens on October 27, 2026 and ends all remaining tokens on April 30, 2027, which would stop your agents from creating Zendesk tickets from Nest conversations. With OAuth 2.0, you keep that escalation workflow running, and your existing Zendesk host, tag, and subject settings carry over.
Key Benefits
Keep tickets flowing: Continue creating Zendesk tickets from Nest conversations without interruption after API tokens are removed.
Migrate without disruption: Keep sending tickets on your API token while you set up, until your connection succeeds.
Stay connected automatically: Access refreshes on its own, so you only reconnect when Hootsuite tells you it is required.
Limit Zendesk access: Hootsuite requests only the permission needed to create tickets.
How it Works
Setting up OAuth 2.0 is simple from the Zendesk integration settings in Nest, and you only do it once. You will need an Inbox admin and a Zendesk admin. The connection lets Nest create tickets in your Zendesk account with only ticket creation access.
Copy the redirect URL: Copy the read-only redirect URL shown in your Zendesk integration settings.
Create an OAuth client: Add a confidential client in Zendesk Admin Center, paste the redirect URL, allow ticket creation, and copy the client identifier and secret (Zendesk shows the secret once).
Save and connect: Paste the identifier and secret into Hootsuite, save, then choose Connect and approve access in Zendesk within about 10 minutes.
Test your connection: Send one conversation to Zendesk and confirm the ticket is created.
Connecting Zendesk with OAuth 2.0 keeps your escalation workflow running in Nest, helping you stay ahead of Zendesk's API token deadlines without disrupting your agents.
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