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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 or letting agents send a ticket with one tag, and tells your support team on the ticket when the work ships.

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Connect

  1. Go to Settings → Integrations → Zendesk and choose Connect Zendesk.
  2. Enter your Zendesk subdomain and choose Continue to Zendesk to authorize access.
Connect with a Zendesk admin account: Lane sets up the webhook and triggers it needs in your Zendesk. On Starter, Zendesk counts as your workspace’s one feedback source; see Billing.

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Bringing feedback in

Under Capture mode, choose how feedback flows in: Automatic (AI-powered), where Lane scans your solved tickets, or Manual (with a tag), where an agent tags a ticket to send it over.

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Automatically

With Automatic (AI-powered), Lane scans every solved ticket and keeps the ones that contain genuine product feedback; routine support tickets are skipped. This uses AI credits, since each ticket is analyzed. To bring in history as well, use Import past tickets and choose a period.

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Manually

With Manual (with a tag), an agent who spots feedback adds the send-to-lane tag to the ticket. Lane turns the ticket into feedback as it is, adds a note confirming it was recorded, and removes the tag. It’s the fastest way for support to send something to product without leaving Zendesk.

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Customer auto-linking

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

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Close the loop

When the work ships, Lane posts a private internal note on the original ticket, so the support team knows the outcome. It fires when a Signal the feedback belongs to is moved to Closed, once every Signal that feedback belongs to is closed. See Closing the loop. Set it up in Settings → Integrations → Zendesk: under Close the loop, turn on Post internal note in Zendesk, and optionally Re-open ticket so the update isn’t missed on a solved ticket. Tickets Zendesk has already moved to Closed can’t take a note. Available on Pro.

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FAQs

Q: What’s the difference between the two capture modes?
A: Automatic scans solved tickets and captures genuine feedback for you (AI-filtered, uses credits). Manual is an agent adding the send-to-lane 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. Use Import past tickets and choose a period. 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.