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

## 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](/billing).

## 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.

### 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.

### 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.

### Customer auto-linking

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

## 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](/signals) the feedback belongs to is moved to **Closed**, once every Signal that feedback belongs to is closed. See [Closing the loop](/close-the-feedback-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**.

## FAQs

**Q: What's the difference between the two capture modes?**<br />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?**<br />A: No — only solved tickets, and only those the AI filter identifies as real product feedback.

**Q: Can I import past tickets?**<br />A: Yes. Use **Import past tickets** and choose a period.

**Q: What does reopen do?**<br />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.


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