If I reply publicly on Zendesk to a ticket created on the BrandBastion platform, will that response be issued on the native platform?
Yes. BrandBastion will send the response on our side. Any errors in issuing the response will be visible on the BrandBastion platform.
I'm an admin on Zendesk, but the integration is not working
Only Account Owners or administrators in Zendesk can connect helpdesk solutions to BrandBastion.
Confirm that 2-Factor Authentication is disabled within Zendesk:
If an agent or admin enabled 2-factor authentication in their user profile in Zendesk, this user can't use basic authentication to connect Zendesk to any other third-party app.
This article from Zendesk's Help Center provides further insight into enabling and disabling 2-Factor Authentication in your account.
Make sure API password access is enabled in Zendesk:
Navigate to Admin > Channels > API.
Select Enabled under Password Access.
Click Save.
Why does the ticket show the requester as the name of the admin instead of the user?
Whoever connects a helpdesk account to BrandBastion is the person whose name appears as the ticket creator/requester in Zendesk.