Zendesk Azure DevOps integration
Integrating Zendesk and Azure DevOps
Connecting Zendesk with Azure DevOps links customer support tickets to development work items, so support agents and engineering teams work from the same record. The integration keeps subjects, descriptions, statuses, assignees, comments, and attachments aligned between both platforms, removing manual copying between the help desk and the backlog. Support teams keep requesters updated while development teams track the work in their own boards.
Zendesk Azure DevOps Licensing Model
The Getint licensing model for Zendesk and Azure DevOps focuses on predictable costs and scalability:
Standard Licensing
This tier covers a direct integration between one Zendesk instance and one Azure DevOps instance for a fixed fee. It includes unlimited project and work item synchronization without hidden charges.
You can find more information about our pricing structure here: Getint Pricing.
Network License
Designed for managed service providers or large organizations, this option supports three or more instances. It allows for a specific number of connections (e.g., up to 10 instances) and provides the flexibility to swap integrated tools while the license is active.
For more details on licensing, visit our Licensing Page.
Requirements to Build Your Integration:
Deployment Options: Getint provides two ways to host your integration: a managed SaaS platform or a self-hosted On-premise version. More information about Getint On-premise here.
Authentication: Zendesk supports two authentication methods, an API token or OAuth, and both are configured in the Zendesk Admin Center. Azure DevOps requires a Personal Access Token. You can find the steps to generate the credentials for your connectors here: Connection Guide.
Service Accounts: Because the integration attributes comments to the user who created the connection, we recommend using dedicated Service Accounts for both instances to maintain a clear distinction between automated updates and individual user activity.
Setting Up Your Zendesk Azure DevOps Integration
1. Access the Getint App
Log in at app.live.getint.io. If you do not have an account, click Sign up to create one.
Enter your details, select the apps you want to connect, and click Create new workspace.
After you create the workspace, go to it to launch Getint.
2. Create an Integration
Go to Workflows (lightning bolt icon) and click Create Integration. From this menu, select Continuous Sync or Data Migration.
3. Generate a Zendesk Credential
Zendesk supports an API token or OAuth. Both are created in the Admin Center, and you need administrator permissions in your Zendesk instance.
Zendesk is removing API tokens as an authentication method for the Ticketing, Help Center, and Voice APIs. Accounts created on or after July 28, 2026 cannot create API tokens; no account can create new API tokens after October 27, 2026, and all remaining tokens stop working on April 30, 2027. If you are creating a new Zendesk connection, use OAuth.
Option A: API Token
Sign in to your Zendesk account, click the dropdown menu next to the Zendesk logo in the upper-left corner, and select Admin Center.
In the left menu, select Apps and Integrations, then choose API Tokens from the secondary menu.
Select the agreement checkbox, click Get Started, then click Add API Token. Enter a name for the token and save your changes to generate it.
Open API Configuration from the secondary menu and enable Allow API Token Access.
Copy the token and store it in a safe location, as it is displayed only once.
Option B: OAuth
Sign in to your Zendesk account and open the Admin Center.
In the sidebar, click Apps and integrations, then select APIs > OAuth clients.
Click Add OAuth client and complete the client details:
Client name: the name users see when they are asked to grant access.
Unique identifier: auto-filled from the client name and editable. This is the value Getint asks for as the client ID, so copy it exactly as displayed.
Client kind: select Confidential.
Redirect URLs: enter the Getint callback URL. The URL must be absolute and use HTTPS.
Scopes: select read and write.
Click Save. The page refreshes, and a Secret field appears at the bottom of the form.
Copy the Secret and store it in a safe location. The characters may extend past the width of the field, so select the full value before copying.
Click Save again to return to the OAuth client list.
4. Generate an Azure DevOps Token
To integrate Azure DevOps (Server or Cloud), you must provide a token with the necessary permissions. Follow the steps below to generate one:
Log in to your Azure DevOps organization.
Open User Settings from the profile menu.
Select Personal Access Tokens from the left sidebar.
Click New Token and enter a name for the token.
Set the expiration and select the appropriate scopes:
Work Items: Read & Write
Project and Team: Read & Write
Graph: Read (required for accurate user data retrieval)
Click Create, then copy and securely store the generated token. This token authenticates and authorizes Getint to access your Azure DevOps organization.
When configuring the Azure DevOps connection details in Getint, provide the generated token as the password.
5. Connect to Zendesk
In Getint, click on Connect App, choose Zendesk, and select Create a new connection. Enter your Zendesk instance URL in the URL field and click Next.
Provide a name for the connection and enter your credentials. For an API token connection, enter the email address of the Zendesk account and the API token. For an OAuth connection, paste the unique identifier and the secret.
Click Add to complete, then select the connection.
Once the connection is established, select the Zendesk organization you want to synchronize and click Connect.
6. Connect to Azure DevOps
Click on Connect App and choose Azure DevOps, then select Create a new connection. Enter the URL for the connection and click Next.
Provide a name for the connection, enter your email, and paste the token generated in the previous steps. Click Add to complete.
Once the connection is established, select the Azure DevOps project(s) you want to synchronize from the dropdown menu and click Connect.
7. Configure Type Mapping
Quick Build: Automatically map fields and types between applications with this feature.
Manual Mapping: Use this feature for full control over the integration. Select + Add Type Mapping to define how your types map between systems. This could include:
Zendesk Ticket to Azure DevOps Bug.
Zendesk Task to Azure DevOps Task.
8. Item Routing
If you selected multiple projects on either or both sides, you must define Item Routing. All relevant information about defining conditions is here: Syncing Many Projects.
9. Field Mapping
Review or manually map fields within mapped types, including title, description, and assignees.
Map the Zendesk Subject field to the Azure DevOps Title field. Neither platform allows item creation with a blank title.
Map the Zendesk Description field. Description is mandatory for Zendesk ticket creation, so the mapped Azure DevOps work items must carry data in the source field. Otherwise, the synchronization run can fail. You can also set a fixed value for the field, as described in the Troubleshooting Guide.
Define the synchronization flow for each field, using the arrows in the middle and selecting Apply.
Inline images aren't supported for the Description field.
10. Assignee Mapping
Use the assignee mapping option to match Zendesk assignees to Azure DevOps assignees. For more details, visit our doc: Assignees (users) mapping.
11. Status Mapping
Map status fields to align between Zendesk and Azure DevOps. For example, Zendesk Open could be mapped to Azure DevOps Active, Zendesk Solved to Azure DevOps Resolved, and Zendesk Closed to Azure DevOps Closed.
You can also configure the status direction to support unidirectional transitions instead of bidirectional updates.
12. How to Manage Comments & Attachments
Comments are enabled by default. You can configure these settings to match your organization's needs, such as selecting unidirectional or bidirectional sync and filtering by criteria like creation date, author, or visibility (public/private).
To synchronize attachments, toggle on the Synchronize attachments setting and choose the sync direction.
13. Advanced Tab
Enable Customize create/update actions to manage item synchronization. This allows for specific rules, such as one-way creation for the left application combined with bidirectional updates.
14. Filtering
It is possible to filter the synchronization to have it customized for your needs and requirements. Please see the doc Items Filtering for more details.
UI Filtering Option:
Click on the filtering icon near the app icon in your integration. This will apply to that side of the integration.
Select whether the filtering applies to All, New, and Synced items.
Note that if the option New items is selected, the filtering will apply only to the new items, and the already synced items will continue to sync and update. If the option Synced items is selected, only the already synced items will be updated based on that filter.
Choose the options and add the value for the filter. It is possible to filter more than one option for each field.
Select Apply after creating the filters, and Save the integration.
15. Test the Integration
Create a test ticket in Zendesk and a test work item in Azure DevOps, then observe how they synchronize.
Update a mapped field, add a comment, and attach a file on each side to confirm the direction and visibility settings behave as configured.
Change the status on one side and confirm the linked item transitions on the other side.
Monitor the integration status and the logs in Getint to verify that everything functions as expected.
Conclusion
Following this guide lets you set up the Zendesk-Azure DevOps integration with Getint. This configuration keeps support tickets and development work items synchronized, so agents and engineers act on the same information without leaving their own tool.
For further assistance, please contact us at the Support Center or Schedule a Demo.
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