--- title: Integration With Zendesk description: ReturnGO integrates with Zendesk to help you manage customer support queries regarding returns and exchanges. Zendesk is a customer service platform that helps you provide responsive and efficient customer support. --- [Skip to content](https://support.returngo.ai/integration-with-zendesk#main-content) English Show submenu for translations [Customer portal](https://support.returngo.ai/tickets-view?hsLang=en) ![ReturnGO Logo-1](https://support.returngo.ai/hs-fs/hubfs/ReturnGO%20Logo-1.png?width=198&height=30&name=ReturnGO%20Logo-1.png) Open main navigation Close main navigation - English Show submenu for translations - [Customer portal](https://support.returngo.ai/tickets-view) - Go to returngo.ai Go to returngo.ai Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://support.returngo.ai/?hsLang=en) 2. [Other Integrations](https://support.returngo.ai/other-integrations?hsLang=en) 3. [Helpdesk Integrations](https://support.returngo.ai/other-integrations?hsLang=en#helpdesk-integrations) # Integration With Zendesk Last Updated: May 20, 2026 ReturnGO integrates with [**Zendesk**](https://www.zendesk.com/) to help you manage customer support queries regarding returns and exchanges. Zendesk is a customer service platform that helps you provide responsive and efficient customer support. ### Capabilities  The ReturnGO-Zendesk integration supports:  - Automatic ticket creation and updates. - RMA information will appear and update your store’s support team in Zendesk.  - A widget that enables your support team to process RMAs directly from Zendesk. ### Requirements  To link your Zendesk account to ReturnGO, you will need:  - **Zendesk Subdomain** - **Brand ID** - To find your Brand ID, click the Zendesk Products icon (![Zendesk product icon](https://support.returngo.ai/hs-fs/hubfs/Zendesk%20product%20icon.png?width=14&height=14&name=Zendesk%20product%20icon.png)) in the top bar of your Zendesk dashboard, then select **GUIDE**. The Brand ID will be the end of the URL of the admin page (e.g., https://yoursubdomain.zendesk.com/hc/admin/brands/id).  - The Brand ID should contain only numbers, i.e 171848155256799 ### Linking your Zendesk Account to ReturnGO  To link your Zendesk account to ReturnGO:  1\. Go to **[Settings \> Integrations.](https://app.returngo.ai/dashboard/settings/integrations/products-services)** 2\. Click **ADD PRODUCT OR SERVICE.** 3\. Select *Zendesk OAuth*. 4\. Click on the green checkmark. ![Linking Your Account to ReturnGO](https://support.returngo.ai/hs-fs/hubfs/Linking%20Your%20Account%20to%20ReturnGO.png?width=670&height=346&name=Linking%20Your%20Account%20to%20ReturnGO.png) 5\. Enter your Zendesk subdomain. 6\. Enter your Brand ID. 7\. Click **CONNECT**. ![](https://support.returngo.ai/hs-fs/hubfs/Zendesk-integration-png.png?width=670&height=204&name=Zendesk-integration-png.png) 8\. Log in to your Zendesk account in the popup. 9\. Click **ALLOW**. **Note:** You need to already be logged in to Zendesk in another tab of the same browser window in order for this to work. ### Configuring Helpdesk Updates per Policy Rule You can define per policy rule whether to create tickets in your helpdesk system for RMAs using that policy rule. By default, all policy rules will notify your helpdesk when you have a helpdesk integration configured. RMAs using multiple policy rules will notify the helpdesk system if at least one of the selected policy rules requires it. To configure helpdesk notifications per policy rule: 1. Go to [**Settings \> Return Policy.**](https://app.returngo.ai/dashboard/settings/policy-rules) 2. Click on the policy rule you want to edit. ![Configuring Helpdesk Updates per Policy Rule](https://support.returngo.ai/hs-fs/hubfs/Configuring%20Helpdesk%20Updates%20per%20Policy%20Rule.png?width=644&height=336&name=Configuring%20Helpdesk%20Updates%20per%20Policy%20Rule.png) 3. Open the *RMA Process Handling* section. 4. Disable or enable the *Notify Helpdesk* toggle. 5. Click on the *save* icon to save your changes. ![Policy helpdesk 2](https://support.returngo.ai/hs-fs/hubfs/Policy%20helpdesk%202.png?width=670&height=271&name=Policy%20helpdesk%202.png) ### Integration Settings Once the integration has been completed, you can configure and define: 1. When a ticket will be created. ![zendesk 5](https://support.returngo.ai/hs-fs/hubfs/zendesk%205.png?width=670&height=220&name=zendesk%205.png) 2\. When a ticket will be updated.![zendesk 6](https://support.returngo.ai/hs-fs/hubfs/zendesk%206.png?width=670&height=217&name=zendesk%206.png) 3\. Whether the store name should be added to the ticket. ![zendesk 7](https://support.returngo.ai/hs-fs/hubfs/zendesk%207.png?width=670&height=217&name=zendesk%207.png) ### ReturnGO-Zendesk Widget The ReturnGO-Zendesk widget enables your support team to manage RMAs directly from Zendesk. This feature provides a streamlined way to handle returns, with key RMA details and one-click operations available within Zendesk. ![Zendesk widget](https://support.returngo.ai/hs-fs/hubfs/Zendesk%20widget.png?width=670&height=319&name=Zendesk%20widget.png) #### Capabilities of the Widget - The widget is available on all new or updated Zendesk tickets associated with ReturnGO. - It displays critical RMA details such as items, SKU, return method, resolution, return policy, return reasons, and item prices. - Includes action buttons for quick return processing. To trigger a refund or exchange directly from Zendesk, you can configure [**automation rules**](https://support.returngo.ai/automation-rules-overview?hsLang=en) in ReturnGO and trigger them from Zendesk based on actions like receiving or validating items. For example, you can set up an automation rule for [**auto-refund**](https://support.returngo.ai/auto-refund?hsLang=en) triggered by item validation. When you mark an item as *Validated* via the Zendesk widget button, it will automatically trigger the auto-refund. **Note:** The widget will only appear on new or updated RMA tickets; older tickets will not display the widget. #### How to Enable the Zendesk Widget In order to use ReturnGO-Zendesk widget, make sure you are connected to the latest version of the Zendesk integration, *Zendesk OAuth*. If you are connected to an older version of the integration, you'll need to disconnect it and reconnect to the *Zendesk OAuth* integration. To enable the ReturnGO-Zendesk widget: 1\. Go to **[Settings \> Integrations.](https://app.returngo.ai/dashboard/settings/integrations/products-services)** 2\. Click **ADD PRODUCT OR SERVICE.** 3\. Select *Zendesk OAuth*. 4\. Click on the green checkmark. ![Linking Your Account to ReturnGO](https://support.returngo.ai/hs-fs/hubfs/Linking%20Your%20Account%20to%20ReturnGO.png?width=670&height=346&name=Linking%20Your%20Account%20to%20ReturnGO.png) 5\. Enter your Zendesk subdomain. 6\. Enter your your Brand ID. - To find your Brand ID, click the Zendesk Products icon (![Zendesk product icon](https://support.returngo.ai/hs-fs/hubfs/Zendesk%20product%20icon.png?width=14&height=14&name=Zendesk%20product%20icon.png)) in the top bar of your Zendesk dashboard, then select **GUIDE**. The Brand ID will be the end of the URL of the admin page (e.g., https://yoursubdomain.zendesk.com/hc/admin/brands/id).  - The Brand ID should contain only numbers, i.e 171848155256799. 7\. Click **CONNECT**. ![](https://support.returngo.ai/hs-fs/hubfs/Zendesk-integration-png.png?width=670&height=204&name=Zendesk-integration-png.png) 8\. Log in to your Zendesk account in the popup. 9\. Click **ALLOW**. **Note:** You need to already be logged in to Zendesk in another tab of the same browser window in order for this to work. To enable the ReturnGO-Zendesk widget, you'll need to add your ReturnGO API key to the Zendesk private app in your Zendesk admin dashboard. 1\. Go to**[Settings \> API](https://app.returngo.ai/dashboard/settings/integrations/api)** and generate a ReturnGO API key. ![API-1](https://support.returngo.ai/hs-fs/hubfs/API-1.png?width=670&height=302&name=API-1.png) 2\. Download [**this file**](https://helpdesk-widget.returngo.ai/zendesk/returngo-zendesk-private-master.zip). 3\. Go to the Zendesk dashboard and open the *Apps and Integrations* section. 4\. Click on**ZENDESK SUPPORT APPS***.* *![](https://support.returngo.ai/hs-fs/hubfs/image%20(59)-png.png?width=147&height=183&name=image%20(59)-png.png)* 5\. Enter your ReturnGO API key into the *API Key* field when installing the app on Zendesk. 6\. Enable "Approve with a different return method" by providing a comma-separated list of return method internal names, to appear in the dropdown, in the *Return Method Names* field. 7\. Click **INSTALL**. Once setup is complete, the widget will automatically appear on new tickets or updates to existing ones in your Zendesk dashboard. #### How Zendesk Widget Works To access the widget: 1\. Open a Zendesk ticket related to a return request. 2\. Click on the *Apps* icon on the right-hand side. 3\. Select the ReturnGO widget to open the widget in the sidebar. ![Zendesk-widget 2](https://support.returngo.ai/hs-fs/hubfs/Zendesk-widget%202.png?width=670&height=319&name=Zendesk-widget%202.png) **Tip:** You can also pin the ReturnGO widget to the right-hand side for quick access. #### ![pin Zendesk widget](https://support.returngo.ai/hs-fs/hubfs/pin%20Zendesk%20widget.png?width=528&height=231&name=pin%20Zendesk%20widget.png) #### Widget Details The Zendesk widget is comprised of several sections designed for viewing or processing RMAs efficiently. **RMA Summary** The *RMA Summary* section includes: - RMA ID - Order ID - Return Status - Action buttons depending on the RMA status: - **Pending**: Approve, Reject, Cancel - **Approved**: Received, Reject, Cancel - **Received**: Validate All, Reject, Cancel, Done - **Validated**: Done **![Zendesk widget RMA summary-1](https://support.returngo.ai/hs-fs/hubfs/Zendesk%20widget%20RMA%20summary-1.png?width=353&height=279&name=Zendesk%20widget%20RMA%20summary-1.png)** **Returned Items** The *Returned Items* section displays details on items involved in the return, including: - SKU - Return method - Resolution - Return policy - Return reasons - Prices ![Zendesk widget returned items](https://support.returngo.ai/hs-fs/hubfs/Zendesk%20widget%20returned%20items.png?width=373&height=459&name=Zendesk%20widget%20returned%20items.png) **Shipments** The *Shipments* section shows: - Carrier name - Shipping info - This includes the shipping label, if available. - Tracking number - Return shipment status - Customer address - Return address **![Zendesk widget shipments](https://support.returngo.ai/hs-fs/hubfs/Zendesk%20widget%20shipments.png?width=374&height=523&name=Zendesk%20widget%20shipments.png)** **Events** The *Events* section logs all actions related to the RMA. These include system-generated updates and manual actions, such as when a request is approved, a shipment is received, or an item is validated. ![Zendesk widget events](https://support.returngo.ai/hs-fs/hubfs/Zendesk%20widget%20events.png?width=400&height=244&name=Zendesk%20widget%20events.png) **Comments** The *Comments* section displays information from the timeline of the RMA page in the ReturnGO dashboard. This includes all activity related to the RMA, such as automated actions, manual updates, and any notes added to the timeline. ![Zendesk widget comments](https://support.returngo.ai/hs-fs/hubfs/Zendesk%20widget%20comments.png?width=400&height=358&name=Zendesk%20widget%20comments.png) ### Troubleshooting the Integration  Many of the issues encountered related to integration can be identified during setup.  Here are a few things you can check to try and fix such issues:  #### Setup Issues  Make sure your API credentials are accurate.  - There should be no extra spaces before or after each API entry.  - Make sure you are using live or production API credentials, and not dev or test APIs.  - Try to re-generate a new API key and reconnect.  #### Widget Issues - If only the RMA status appears, and not the returned items, [**contact ReturnGO support**](https://support.returngo.ai/contacting-returngo-support?hsLang=en) to set the API mode to *Strict Types*. - If the integration is making too many [**API calls**](https://support.returngo.ai/returngo-api-overview?hsLang=en), resulting in your quota being exceeded, [**contact ReturnGO support**](https://support.returngo.ai/contacting-returngo-support?hsLang=en) to increase the quota. #### Zendesk-Related Issues  For Zendesk-related issues, please contact Zendesk: 1. Sign in to your **[Zendesk account](https://www.zendesk.com/login/#login)**. 2. Click your profile avatar in the upper right-hand corner. 3. Click **GET HELP**. 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