With the Shortcut - Zendesk integration, you can associate Zendesk tickets with new or existing Shortcut Stories, search for Shortcut Stories, associate tickets from other help desk and bug tracker tools, and filter for views on which Shortcut Stories are linked to external tickets.

Setting up the Integration

The setup of this integration should be completed by a user who is an Admin in Shortcut and an Admin in Zendesk. 

1. 1. While signed in to both your Shortcut and Zendesk accounts, navigate to the Zendesk Marketplace and search for Shortcut. 
      
      • No further action is needed in the Shortcut UI; once the App is authorized, it will automatically enable the integration.

   2. Click "Install" in the upper right when on the Shortcut App page in Zendesk Marketplace. 

   3. Select the account to install this app. You will be taken back to the Admin Center apps page.

   4. Click "Sign in with Shortcut" under OAuth Authentication

   5. The "Authorize" flow will open a new page where you will select the Shortcut Workspace that Zendesk will be able to access. Once you select the Workspace, click "Allow Access".           

      

   6. You will be redirected back to the Shortcut App page in Zendesk. The text next to OAuth Authentication should have a green check mark.

   7. Click "Install" at the bottom of the page to complete the setup

   8. The app should now be authorized, installed, and ready to be used by all Zendesk Agents. No further setup or authorization is required on the Agent side.

Once the App is authenticated in Zendesk, the App will look something like this in the Apps toolbar whenever you're in a ticket:

Now you're ready to link and create Shortcut stories from your Zendesk!

Because of the centralized Oauth flow, the Zendesk Integration only links a single Shortcut Workspace to a single Zendesk instance. And further, only a single Zendesk instance can be linked to a single Zendesk Workspace.

Linking Tickets to Existing Shortcut Stories in Zendesk

1. Click Link Existing Story in the Zendesk apps sidebar
2. In the new dialog, search for the Shortcut Story by name or Story Number. 
3. Once you've identified the Story you'd like to link, select it by clicking, and press the Link to Story button. 
4. Clicking on any linked Story from the Zendesk UI will take you to the Story in Shortcut.

Linking Tickets to New Shortcut Stories in Zendesk 

To link Zendesk tickets to new Shortcut Stories:

1. Click Create Story in the Zendesk App on the sidebar
2. In the new dialog, add Story details and click Create Story
   1. The newly created Story will be linked to the Zendesk ticket that is open.

Linking Zendesk Tickets to Shortcut Stories in Shortcut

 If you wish to link a Zendesk ticket to a Shortcut Story from the Shortcut UI:

1. Copy the ticket URL in Zendesk
2. Open the right Story in Shortcut
3. Click Add External Ticket
4. Paste the ticket URL into the empty field
5. Click the Link to Story button

Updated August 14, 2025 12:58