> ## Documentation Index
> Fetch the complete documentation index at: https://docs.laneapp.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

> Turn the product feedback inside your Zendesk tickets into structured feedback in Lane — automatically or by tagging — and close the loop on the ticket when it ships.

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.

## Connect

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

## 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.

### 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).

### 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.

### Customer auto-linking

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

## 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](/docs) 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**.

## 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.