AFI
Zendesk Support
Zendesk Support is a customer service and helpdesk ticketing platform. Advanced Form Integration creates tickets in Zendesk from WordPress form submissions, with automatic requester resolution.
What you’ll need
- An active Zendesk Support account.
- Your Zendesk Support API credentials (see below).
- The Advanced Form Integration plugin installed and activated.
Get your Zendesk API token
- Sign in to your Zendesk account.
- Go to Admin Center → Apps and integrations → APIs → Zendesk API.
- Enable Token Access and click Add API Token.
- Copy the token value.
- Note your subdomain (e.g.
yoursite.zendesk.com). - In WordPress, go to AFI → Settings → Zendesk Support.
- Click Add Account, enter the Email, Subdomain, and API Token, and give the account a name.
- Click Save.
Zendesk uses HTTP Basic Auth with {email}/token as the username and the API token as the password.
Create the integration
- Go to AFI → Add New.
- Give the integration a name, for example
Form to Zendesk Support. - Under Trigger, pick the form plugin and the specific form.
- Under Action → Platform, select Zendesk Support.
- In Task, choose Create Ticket.
- Pick the saved account.
- Map your form fields onto the fields listed below.
- Optional: open Conditional Logic to limit which submissions are sent.
- Click Save Integration.
Tasks supported
Create Ticket
Creates a ticket in Zendesk via POST /api/v2/tickets. If a requester email is mapped, AFI searches for an existing user by email. If no match is found, a new user is created automatically.
| Field | Field key | Required | Notes |
|---|---|---|---|
| Subject | ticket_subject |
Yes | |
| Description / Comment | ticket_comment |
No | |
| Requester Email | requester_email |
Recommended | Used to find or create the ticket requester |
| Requester Name | requester_name |
No | |
| Priority | ticket_priority |
No | low, normal, high, urgent |
| Status | ticket_status |
No | new, open, pending, hold, solved, closed |
| Type | ticket_type |
No | problem, incident, question, task |
| Group ID | ticket_group_id |
No | Loaded from your Zendesk account |
| Assignee ID | ticket_assignee_id |
No | Agent ID |
| Tags | ticket_tags |
No | Comma-separated |
Pro features
The Pro integration extends the free version with additional capabilities. Pro uses the same Zendesk Support connection.
Feature comparison
| Feature | Free | Pro |
|---|---|---|
| Create ticket | ✅ | ✅ |
| Standard ticket fields | ✅ | ✅ |
| Requester lookup by email | ✅ | ✅ |
| Agent/group assignment | ✅ | ✅ |
| Custom ticket fields (cf_*) | No | ✅ |
| Comment visibility control | No | ✅ |
Conditional logic example
Only send data to Zendesk Support when specific conditions are met. For example, add a condition on a form field to control which submissions are forwarded.
Troubleshooting
Nothing arrives in Zendesk Support
Open AFI → Log and find the most recent entry. AFI stores the request URL, body, and raw response.
API credentials rejected
Verify your credentials in your Zendesk Support account settings. If they were regenerated, update them in AFI → Settings → Zendesk Support.