Mattermost Zendesk Plugin

A Mattermost plugin that integrates with Zendesk, allowing your team to manage support tickets, search the help center, and receive real-time notifications — all without leaving Mattermost.

Features

• Per-user Zendesk authentication via OAuth 2.0 (authorization code flow)
• Slash commands (/zendesk) to connect, create tickets, search, and more
• Right-Hand Sidebar panel with your assigned tickets and a search interface
• Create tickets from messages using the post hover menu action
• Webhook notifications for ticket lifecycle events (created, updated, solved, closed, commented)
• Channel subscriptions with optional group and priority filters
• Help Center article search from within Mattermost
• Rich ticket formatting with status colors, priority badges, and direct links

Setup

Prerequisites

• Mattermost Server v6.2.1+
• A Zendesk account with Admin access

Step 1: Create an OAuth Client in Zendesk

1. In Zendesk, go to Admin Center > Apps and integrations > APIs > Zendesk API
2. Click the OAuth Clients tab, then Add OAuth client
3. Fill in the form:

Field	Value
Name	Mattermost Zendesk Plugin (or any name you prefer)
Description	OAuth client for the Mattermost Zendesk integration
Company	Your company name
Logo	(optional) Upload an icon for the authorization screen
Identifier	mattermost-zendesk (this becomes the OAuth Client ID in the plugin settings — you can choose any unique string)
Client kind	Confidential (the plugin runs server-side and can securely store the secret)
Redirect URLs	https://<your-mattermost-url>/plugins/com.github.svelle.mattermost-plugin-zendesk/api/v1/oauth/callback

4. Click Save
5. Zendesk will display a Secret. Copy the secret now — it is only shown once. This becomes the OAuth Client Secret in the plugin settings.

Important:

• The Redirect URL must exactly match your Mattermost Site URL. Replace <your-mattermost-url> with your actual Mattermost URL (e.g. https://mattermost.example.com).
• Client kind must be set to Confidential, not Public. Confidential clients use a secret to exchange the authorization code for a token, which is what this plugin does.
• The Identifier you choose here is the value you'll enter as OAuth Client ID in the Mattermost plugin settings.

Step 2: Install the Plugin in Mattermost

1. Download the latest release from the Releases page, or build from source (see Development)
2. Go to System Console > Plugins > Plugin Management
3. Upload the .tar.gz file and enable the plugin

Step 3: Configure the Plugin

Go to System Console > Plugins > Zendesk and fill in:

Setting	Description	Example
Zendesk Subdomain	Your Zendesk subdomain (the part before .zendesk.com). If your Zendesk URL is https://mycompany.zendesk.com, enter mycompany.	mycompany
OAuth Client ID	The Identifier you entered when creating the Zendesk OAuth client	mattermost-zendesk
OAuth Client Secret	The Secret that Zendesk displayed after saving the OAuth client	(paste the secret you copied in Step 1)
Webhook Secret	Auto-generated. Used to verify incoming Zendesk webhooks.	(click Regenerate if empty)
Encryption Key	Auto-generated. Used to encrypt stored OAuth tokens. Do not change after users have connected.	(click Regenerate if empty)

Click Save.

Step 4: Connect Your Account

In any Mattermost channel, type:

/zendesk connect

Click the link to authorize Mattermost to access your Zendesk account. Once complete, you'll receive a DM confirmation from the Zendesk bot.

Step 5: Set Up Webhook Notifications (Optional)

To receive ticket notifications in Mattermost channels:

5a. Subscribe a channel

In the channel where you want notifications:

/zendesk subscribe

Or with filters:

/zendesk subscribe --group=Support --priority=high

5b. Create a webhook in Zendesk

1. Go to Admin Center > Apps and integrations > Webhooks
2. Click Create webhook > Trigger or automation
3. Fill in:

Field	Value
Name	Mattermost Notifications
Endpoint URL	https://<your-mattermost-url>/plugins/com.github.svelle.mattermost-plugin-zendesk/api/v1/webhook
Request method	POST
Request format	JSON
Authentication	None (signature verification is used instead)

4. Click Create webhook

5c. Create a trigger in Zendesk

1. Go to Admin Center > Objects and rules > Business rules > Triggers
2. Create a new trigger (e.g. "Notify Mattermost")
3. Set your conditions (e.g. "Ticket is Created", or "Ticket is Updated")
4. Under Actions, select Notify webhook > your webhook
5. Set the JSON body to:

{
  "ticket_id": "{{ticket.id}}",
  "ticket_title": "{{ticket.title}}",
  "status": "{{ticket.status}}",
  "priority": "{{ticket.priority}}",
  "requester_name": "{{ticket.requester.name}}",
  "assignee_name": "{{ticket.assignee.name}}",
  "group_name": "{{ticket.group.name}}",
  "latest_comment": "{{ticket.latest_comment}}",
  "event_type": "ticket_updated",
  "ticket_url": "{{ticket.url}}"
}

Tip: Create separate triggers for different event types and set event_type accordingly: ticket_created, ticket_updated, ticket_solved, ticket_closed, ticket_commented.

Usage

Slash Commands

Command	Description
/zendesk connect	Connect your Zendesk account via OAuth
/zendesk disconnect	Disconnect your Zendesk account
/zendesk create	Create a new Zendesk ticket (opens a dialog)
/zendesk ticket [id]	View ticket details
/zendesk search [query]	Search Zendesk tickets
/zendesk article [query]	Search Help Center articles
/zendesk subscribe [--group=name] [--priority=level]	Subscribe channel to notifications
/zendesk unsubscribe	Unsubscribe channel from notifications
/zendesk help	Show available commands

Right-Hand Sidebar

Click the Zendesk icon in the channel header to open the sidebar panel, which shows:

• Connection status — connect or disconnect your account
• My Tickets — your assigned tickets with status badges and direct links
• Search — search tickets or Help Center articles inline

Create Ticket from a Message

Hover over any message and click the Zendesk icon in the post action menu. This opens a ticket creation dialog with the message content pre-filled as the description.

Development

Building

make dist

This produces dist/com.github.svelle.mattermost-plugin-zendesk-<version>.tar.gz.

Deploying locally

export MM_SERVICESETTINGS_SITEURL=http://localhost:8065
export MM_ADMIN_TOKEN=<your-token>
make deploy

Running tests

make test

Watch mode

export MM_SERVICESETTINGS_SITEURL=http://localhost:8065
export MM_ADMIN_TOKEN=<your-token>
make watch

License

This project is licensed under the Apache 2.0 License — see the LICENSE file for details.