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ZENDESK

In Exalate, connections use a set of sync rules to determine what to sync.

This article shows how to establish a Basic connection.

Basic connections have preset sync rules. With these connections, you can sync certain ticket types: questions, incidents, problems, and tasks. Ticket types are mirrored: questions will be synced as questions, incidents as incidents, and so on. 

Exalate will sync a basic set of ticket fields: summary, description, comments, and attachments. 

If the entity types don't match on the destination instance, Exalate will sync an entity type based on the default entity type set in the destination instance.

All public and internal comments will be synced as public.

The sync rules cannot be updated. If you want to edit sync rules, you can upgrade a Basic connection to a Visual connection or a Script connection. For more details, check Upgrade a Basic connection in Exalate for Zendesk.

 Exalate should be installed on both instances to set up a connection.



To initiate a Basic connection:

1. Navigate to the Connections tab in Exalate.

To navigate to the Connections tab:

  1. Click  Exalate in the list of apps.
  2. Click Connections.

2. Click Initiate connection.

3. Specify if you have the link to the destination instance.

To set up a connection with an instance:

  • Enter the link to the destination instance in the Destination instance URL field. You can enter the link to the instance you are trying to connect, or the Exalate URL from General Settings.  If you enter a link to your instance—Exalate will determine it's a local connection between 2 projects within your instance.
  • Click I don't have a URL if the destination instance is in a private network, or you don't have the link.

Exalate will suggest available configuration types based on the destination instance's version of Exalate.

Select the appropriate tab below.

4. Click Basic.

Basic connections are not available in connections to older Exalate versions.

5. Click Next.


The following steps will be different based on your connection type. Select the appropriate tab below.

6. Confirm if you have admin access to the destination instance.

Further steps will be different if you have or don't have admin access to the destination instance.

  • Select Yes, I have admin access if you have admin access to the destination instance. You will be redirected to the destination instance to establish a connection.
  • Select No, I don't have admin access if you don't have admin access to the destination instance. You will generate an invitation for the destination instance admin so they could establish a connection on their end.

7. Click Initiate.

Further steps will be different if you have or don't have admin access to the destination instance. Select the appropriate tab below.

After establishing the connection, you can sync your first ticket in Exalate to see how it works: enter a ticket number and click Exalate. Or you can close the window with and sync a ticket on your own:

When syncing your first ticket, you will see the status of your sync.

8. Click Copy invitation code.

You can send the invitation code to the destination instance admin.

9. Click Go to remote to access the destination instance.


Complete the following steps on the destination instance.

10. Paste the invitation code.

11. Click Next.

After establishing the connection, you can sync your first ticket in Exalate to see how it works: enter a ticket number and click Exalate. Or you can close the window with and sync a ticket on your own:

When syncing your first ticket, you will see the status of your sync.

After establishing the connection, you can sync your first ticket in Exalate to see how it works: enter a ticket number and click Exalate. Or you can close the window with and sync a ticket on your own:

When syncing your first ticket, you will see the status of your sync.

After clicking I don't have a URL, you will be suggested to create a Script connection. For more details, check out Initiate a Script connection in Exalate for Zendesk.




Have more questions? Ask the community

See also

Upgrade a Basic connection in Exalate for Zendesk

Set up a Visual connection in Exalate for Zendesk

Set up a Script connection in Exalate for Zendesk



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