WPForms integration with Zendesk Support

Zendesk for WPForms

WPForms integration with Zendesk Support: creation of tickets after successful submission of the form, Zendesk global credentials, selection of all or individual forms, API connection verification.

Description

The Zendesk for WPForms plugin connects a WordPress site to Zendesk Support. After successful submission of the WPForms form, a new ticket is created on the Zendesk side: the subject is collected from the prefix (if specified), the name of the form and the entry number (entry); the fields of submission are listed in the body of the ticket; the applicant (requester) is determined by email from the form (a valid Email field or a value similar to email is required).

Main features

– Connect to Zendesk using a subdomain, a Zendesk user's email, and an API token.
– Form Mode: All current and future WPForms forms or only those marked in the list.
– Enable and disable integration with a single switch.
– Ticket topic prefix, default priority (low, normal, high, urgent), additional tags separated by commas; wpforms and wpforms-form-ID are automatically added to the tags.
– The "Test connection" button on the settings page (request to the users/me API).
– PluginHub license: the key is entered in the "PluginHub license" block on the "Settings → Zendesk WPForms" page (pluginhub_license_key option in the database; matches the key of other PluginHub plugins on the site). Without an active license for this product, tickets are not created and the activation test is unavailable (you can save the rest of the settings).
– Localization: languages directory with .po files (compiled .mo files are needed to download translations).

Technical details

– WPForms event: wpforms_process_complete, priority 50.
– Ticket creation: POST /api/v2/tickets.json.
– Check the connection: GET /api/v2/users/me.json.
– HTTP requests to Zendesk are performed with verification of the SSL certificate.
– Filters for developers: zdwf_ticket_subject, zdwf_ticket_body, zdwf_ ticket; zdwf_ticket_created action after successful ticket creation.

Requirements

– WordPress 6.0 or later (according to the plugin header).
– PHP 7.4 or later.
– Installed and active WPForms.
– A Zendesk account with the right to use the API token for the selected email.
– An active PluginHub license for a product with the PluginID (see below).

Product ID PluginHub (PluginID)

The ZDWF_PLUGINHUB_PLUGIN_ID constant is set in the plugin code (the default value can be redefined in wp-config.php by the define string('ZDWF_PLUGINHUB_PLUGIN_ID', 'your-uuid-from-directory' ); or by the WordPress filter zdwf_pluginhub_plugin_id). The license key in the site settings must match this product and the site domain according to the PluginHub rules.

Installation

1. Install and activate WPForms.
2. Install the Zendesk for WPForms plugin and activate it.
3. Make sure that the WordPress and PHP versions meet the plugin requirements.

Step-by-step instructions

Step 1. PluginHub License

1. Open "Settings → Zendesk WPForms".
2. In the "PluginHub license" block, enter the key with https://pluginhub.pro for this product.
3. Click "Save changes" at the bottom of the page (one button saves the license and all Zendesk fields).

Without an active license, a warning is displayed on the same page; ticket creation and the Zendesk connection verification button do not work before activation. If another PluginHub plugin has already added a key field to Settings → General, this is the same option in the database — you can edit it anywhere.

Step 2. Zendesk Data

1. In Zendesk, create an API token for the agent user (see the API administration section, the current path in the Zendesk documentation).
2. On the "Settings → Zendesk WPForms" page, in the Zendesk connection block, specify the subdomain (as in the yourcompany address.zendesk.com , superfluous .zendesk.com you don't have to enter it).
3. Specify the email address of the login to Zendesk of the same user for whom the token was issued.
4. Insert the API token (if the token has already been saved, you can leave the field empty when changing other settings).
5. Click "Test connection". If successful, a successful login message will appear. After changing the license key, refresh the page if necessary so that the warnings are updated.

Step 3. Integration and Forms

1. Turn on the Create tickets switch in Zendesk (Create Zendesk tickets for successful submissions).
2. If necessary, specify the topic prefix, priority, and additional tags.
3. Select "all forms" or "selected only"; in the second case, select at least one form in the list.
4. Save the changes.

Step 4. The WPForms Form

1. The form should have a way to receive the applicant's email: preferably an Email type field. A ticket is not created without a valid email address, and an error may be written to the PHP error log when WP_DEBUG is enabled.
2. The applicant's name is substituted from a name or text field if the field name contains "name" (plugin logic).

Step 5. Check

Send a test request from the website. A new ticket should appear in Zendesk.

Frequent questions

Do I need a separate service between the site and Zendesk?

No, requests go from the WordPress server directly to the Zendesk API.

Are the WPForms records saved?

Yes, the plugin does not override the standard WPForms behavior; the ticket is created additionally after successful processing of the submission.

Where is the API token stored?

In the zdwf_settings option in the WordPress database. When deleting a plugin through the admin panel, the settings data is deleted according to uninstall.php .

What should I check if the ticket is not being created?

– Whether the PluginHub license is active for the correct PluginID.
– Whether integration is enabled and whether the forms are selected in the "selected only" mode.
– Whether the subdomain, email, and token are filled in; whether the connection test is passing.
– Is there a valid email address for the applicant in the form.

For developers

– zdwf_pluginhub_plugin_id filter — changing the product UUID without editing files.
– The constant ZDWF_PLUGINHUB_PLUGIN_ID in wp-config.php — the same purpose.
– The pluginhub_license_check_url filter is set in the shared file pluginhub-license.php if necessary, another license verification URL.

The change log (briefly)

1.0.2 — PluginHub key field on the plug-in settings page; one-button save with the rest of the settings.

1.0.1 — PluginHub licensing, blocking of tickets and API test without license, warning on settings page, sslverify for Zendesk.

1.0.0 is the first release.