Zendesk

Support tickets are full of product feedback that usually never reaches the product team. Lane’s Zendesk integration captures it — pulling the genuine feedback out of solved tickets — and closes the loop back on the ticket when the work ships.

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Connect

1. Go to Settings → Integrations → Zendesk.
2. Enter your Zendesk subdomain and authorize access via OAuth.

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Bringing feedback in

Feedback flows into Lane two ways — automatically, where Lane scans your solved tickets, or manually, where an agent tags a ticket to send it over.

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Automatically

Turn on automatic capture and Lane scans every solved ticket, capturing the ones that contain genuine product feedback through its AI filter — routine support tickets are skipped. This uses AI credits, since each ticket is analyzed. To bring in history as well, run a backfill to import solved tickets from a recent window (for example, the last 30 days).

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Manually

When an agent spots feedback in a ticket, they add the push tag (send-to-lane by default) to it. Lane picks up tagged tickets and turns them into feedback — the fastest way for support to send something to product without leaving Zendesk. You can change the tag Lane watches for in the integration settings.

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Customer auto-linking

However a ticket comes in, Lane links it to the right customer by email domain, so support feedback lands against the correct account.

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Close the loop

When the work ships, Lane posts an internal note back on the origin ticket — automatically — so the support team knows the outcome. It’s driven by Plan status: when a Plan reaches your trigger status, the note is posted, and Lane can optionally reopen the ticket so the update isn’t missed on an already-solved ticket. Set it up in Settings → Integrations → Zendesk: enable Close the loop, choose the trigger (a status group or a specific Plan status), and optionally turn on reopen. Available on Pro and Business.

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FAQs

Q: What’s the difference between the two capture modes?
A: Automatic mode scans solved tickets and captures genuine feedback for you (AI-filtered, uses credits). Manual is an agent adding the push tag to a specific ticket. Q: Does automatic capture pull in every ticket?
A: No — only solved tickets, and only those the AI filter identifies as real product feedback. Q: Can I import past tickets?
A: Yes — run a backfill to import solved tickets from a recent window. Q: What does reopen do?
A: When close the loop fires on a ticket that’s already solved, Lane can reopen it so your update is seen. It’s optional.