Zendesk is changing how apps like WAX connect to your account, to strengthen security. Specifically, the old connection method (an "API token") will gradually be deactivated in favor of a new method called OAuth. Source.
Here's what this means for you and what you need to do.
What's actually changing?
Until now, WAX could connect to your Zendesk account using an "API token" — a kind of access key generated once and used indefinitely.
Zendesk has announced it will remove this method, considered less secure, in favor of OAuth: a more modern connection where you explicitly authorize WAX to access your account, with better-controlled permissions.
Good news: the update only takes a few seconds, and WAX keeps working normally throughout the transition.
Am I affected?
Yes, if your Zendesk integration (attribute mapping and/or Zendesk Sunshine for conversations) was set up a while ago.
You can check this directly in WAX: Organisation settings > Integrations > Zendesk.
If a message indicates you're connected "via a deprecated token" or that a migration is required, it's time to update your connection.
How to update your connection (3 steps)
Important: this action must be performed by someone with a Zendesk Administrator account. If that's not you, please forward this article to your Zendesk administrator.
Step 1: In WAX, go to Organisation settings > Integrations > Zendesk, then click the "Connect with Zendesk" button.
Step 2: Zendesk will ask you to confirm access authorization for WAX (read and write data). Make sure you're logged in with your Zendesk Admin account, then click "Allow".
Step 3: You're connected!
Your attribute mapping between WAX and Zendesk stays unchanged — there's nothing to reconfigure, only the connection method changes.
By when do you need to act?
As soon as possible, to avoid any interruption to your Zendesk sync.
In any case, Zendesk will permanently end the old method on April 30, 2027. After this date, any integration still using the old token will stop working.