How to update your Zendesk integration

How to update your Zendesk integration

Estimated 2 minute read

Updated Jan 15, 2026, 12:00 AM EST

Table of contents

Before you begin
Update your Zendesk integration
Additional resources

Learn how to update your Zendesk integration, if you integrated Klaviyo and Zendesk before Klaviyo introduced OAuth for Zendesk and support for multiple Zendesk brands. It is important to update to gain the benefits of the new integration, and only our new integration will be updated going forward.

On April 23, 2025, Klaviyo released OAuth for Zendesk and support for multi-brand Zendesk accounts. Connecting Zendesk and Klaviyo via OAuth provides a more secure authentication experience. You can now sync tickets from specified Zendesk brands to Klaviyo, and create tickets in Zendesk from inbound SMS messages under a specific Zendesk brand.

If you have more than 1 brand set up under a Zendesk Enterprise account, syncing 1 Zendesk brand per Klaviyo account makes it easy to use your ticket data and organize your SMS conversations.

Looking to integrate for the first time? Head to Getting started with Zendesk.

Before you begin

Clicking Update version disconnects your existing Zendesk integration. Complete authorization and the remaining setup steps to resume syncing.

Please note that when you update your Zendesk integration, historical data previously synced through the integration will remain in your account, unless you choose to manually remove Klaviyo profiles.

To reply to SMS messages through Zendesk, you must have SMS set up in Klaviyo and a sending number that supports two-way messaging. If another helpdesk is connected to SMS, turn off SMS syncing for that helpdesk before enabling it for Zendesk.

Update your Zendesk integration

To update your Zendesk integration to the new version:

In Klaviyo, select the Integrations tab.
Select Zendesk from the list of enabled integrations.
On the next page, click Update version.

Log in to Zendesk if needed.
Review the permissions and approve them. You’ll then be brought back to Klaviyo.
Under Tickets, choose whether you want to sync Zendesk Opened Ticket and Resolved Ticket metrics from all brands, or specific brands. If you select Specific brands, you’ll be prompted to choose the brands you’d like from a dropdown.

If you want to reply to inbound SMS messages via Zendesk, select Sync text message conversations under Conversations. Choose the Brand for tickets created from inbound SMS messages. If you have only 1 brand, it is selected automatically. If you do not want to sync SMS conversations, clear the checkbox.