diff --git a/docs/platgovsalesforce/integrations/zendeskintegration/_category_.json b/docs/platgovsalesforce/integrations/zendeskintegration/_category_.json
new file mode 100644
index 0000000000..9c7b28dc68
--- /dev/null
+++ b/docs/platgovsalesforce/integrations/zendeskintegration/_category_.json
@@ -0,0 +1,10 @@
+{
+ "label": "Zendesk",
+ "position": 20,
+ "collapsed": true,
+ "collapsible": true,
+ "link": {
+ "type": "doc",
+ "id": "zendesk_integration"
+ }
+}
\ No newline at end of file
diff --git a/docs/platgovsalesforce/integrations/zendeskintegration/finding_change_requests_from_zendesk.md b/docs/platgovsalesforce/integrations/zendeskintegration/finding_change_requests_from_zendesk.md
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+---
+title: Finding Change Requests from Zendesk
+---
+
+# To find your change requests that originated in Zendesk:
+
+1. Open **Reports**.
+2. Click **New Report**.
+3. Choose a **Report Type**: Other Reports and Change Requests.
+4. Click **Continue**.
+5. Add a filter: **Change Type Equals Zendesk**.
+6. Add any additional columns you want to display.
+7. Once the report is created, click **Save**.
+
+:::tip Best Practice
+Title the report something meaningful, such as 'Find Change Requests from Zendesk'.
+:::
\ No newline at end of file
diff --git a/docs/platgovsalesforce/integrations/zendeskintegration/zendesk_approval_process.md b/docs/platgovsalesforce/integrations/zendeskintegration/zendesk_approval_process.md
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@@ -0,0 +1,152 @@
+---
+title: Approval Process - Zendesk Integration
+---
+
+# Overview
+
+Platform Governance for Salesforce – Zendesk Integration supports three types of approval processes. These processes control how Change Requests (CRs) are approved, either within Zendesk or Salesforce. The approval type is configured in the app settings in Zendesk and determines the user actions available.
+
+# Approval Process Types
+
+## a. Approval in Zendesk
+
+- Operators can Request Approval when the CR is in Draft.
+- Admins can Approve or Reject when the CR is Pending Approval.
+- Admins can Complete the CR once it is Approved.
+
+### Screenshots
+
+**Request Approval:**
+
+
+
+**Approve / Reject:**
+
+
+
+**Complete:**
+
+
+
+After completing the Change Request you will see the record in a complete status:
+
+
+
+## b. Approval in Salesforce
+
+- Operators initiate Request Approval from Zendesk.
+- The approval continues in Salesforce according to approval rules configured there.
+- Admins in Zendesk only see Complete once Salesforce has approved the CR.
+
+### Screenshots
+
+**Request Approval:**
+
+
+
+**Users should continue the approval process in Salesforce:**
+
+
+
+
+## c. No Approval Needed
+
+- No formal approval is required.
+- Admins can Push the CR directly from Zendesk.
+- Complete is available after the Push or once marked Approved.
+
+### Screenshots
+
+**Push:**
+
+
+
+**Complete:**
+
+
+
+After completing the Change Request you will see the record in a complete status:
+
+
+
+# Governance Elements
+
+The following elements may require approval based on governance policies in Salesforce:
+
+- **Change Requests (CRs)**: each Zendesk ticket generates a CR.
+- **Customizations**: fields, objects, workflows, validations, and other metadata.
+- **Data Records**: configuration data critical to business processes.
+- **Policies**: define whether changes require approval.
+
+# End-to-End Flow Diagrams
+
+The approval flow varies depending on the configuration:
+
+- **Approval in Zendesk**: Complete workflow handled within Zendesk
+
+```mermaid
+flowchart TD
+ A[Draft]
+ B[Pending Approval]
+ C[Approved]
+ D[Rejected]
+ E[Completed]
+
+ %% Actions
+ A -.->|"🔵 Request Approval
(Operator)"| B
+ B -.->|"✅ Approve
(Administrator)"| C
+ B -.->|"❌ Reject
(Administrator)"| D
+ C -.->|"✔️ Complete
(Administrator)"| E
+
+ style A fill:#f9f,stroke:#333,stroke-width:2px
+ style B fill:#bbf,stroke:#333,stroke-width:2px
+ style C fill:#bfb,stroke:#333,stroke-width:2px
+ style D fill:#fbb,stroke:#333,stroke-width:2px
+ style E fill:#bbb,stroke:#333,stroke-width:2px
+```
+- **Approval in Salesforce**: Initial request in Zendesk, approval in Salesforce
+
+```mermaid
+flowchart TD
+ A[Draft]
+ B[Pending Approval]
+ C[Approved]
+ D[Rejected]
+ E[Completed]
+
+ %% Zendesk Actions
+ A -.->|"🔵 Request Approval
(Operator - Zendesk)"| B
+ C -.->|"✔️ Complete
(Administrator - Zendesk)"| E
+
+ %% Salesforce Process
+ B -.->|"⚙️ Approval Process
(In Salesforce)"| C
+ B -.->|"⚙️ Approval Process
(In Salesforce)"| D
+
+ style A fill:#f9f,stroke:#333,stroke-width:2px
+ style B fill:#bbf,stroke:#333,stroke-width:2px
+ style C fill:#bfb,stroke:#333,stroke-width:2px
+ style D fill:#fbb,stroke:#333,stroke-width:2px
+ style E fill:#bbb,stroke:#333,stroke-width:2px
+```
+
+- **No Approval Needed**: Direct push without approval requirements
+
+```mermaid
+flowchart TD
+ A[Draft]
+ B["Pushed (Approved)"]
+ C[Completed]
+ D[Operator]
+
+ %% Actions
+ A -.->|"🚀 Push
(Administrator)"| B
+ B -.->|"✔️ Complete
(Administrator)"| C
+
+ %% Operator limitation
+ D -.->|"🚫 No actions available"| A
+
+ style A fill:#f9f,stroke:#333,stroke-width:2px
+ style B fill:#fd7,stroke:#333,stroke-width:2px
+ style C fill:#bbb,stroke:#333,stroke-width:2px
+ style D fill:#eee,stroke:#333,stroke-width:2px,stroke-dasharray: 5 5
+```
diff --git a/docs/platgovsalesforce/integrations/zendeskintegration/zendesk_integration.md b/docs/platgovsalesforce/integrations/zendeskintegration/zendesk_integration.md
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@@ -0,0 +1,151 @@
+---
+title: Platform Governance for Salesforce - Zendesk Integration
+---
+
+# Overview
+
+Platform Governance for Salesforce's Change Management capabilities are integrated with Zendesk, one of the most popular customer service and issue ticketing systems. Customers are able to look for and include Salesforce Customizations, assess impacts for requested changes, and push Zendesk change tickets into a Change Request. This enables easy management of changes, seamless tracking of compliant changes and automating the reconciliation of change logs during an audit.
+
+User benefits include:
+
+- Avoid duplicate effort of creating tickets in two different systems.
+- Pull Customizations into Zendesk for scope of changes.
+- Perform impact analysis assessment.
+- Approve requests in either Zendesk or Salesforce.
+- Automatic ticket reconciliation between Zendesk and Salesforce.
+- Enable automatic synchronization of Zendesk and Salesforce change tickets.
+
+# Prerequisites
+
+- Salesforce org with Platform Governance (FLODocs) package installed
+- Zendesk account with admin access
+- Consumer Key and Consumer Secret from Salesforce Connected App
+- Platform Governance for Salesforce Zendesk App installed from Marketplace
+
+To set up the Zendesk integration:
+
+1. Install the App
+2. Set up Approvals
+
+## Install the App
+
+Here are the steps to install the Zendesk app. You must have **Admin** privileges to install the app.
+
+1. Open your Zendesk dashboard.
+2. Click the **Admin** icon in the left panel.
+3. Navigate to **Apps and integrations** > **Zendesk Support apps** > **Marketplace**.
+
+4. Search for **Platform Governance for Salesforce**.
+5. Click **Platform Governance for Salesforce** when it is displayed.
+6. Click **Install**. When installation is complete, you are prompted to sign in to your Zendesk dashboard to continue.
+7. Click the **Admin** icon in the left panel.
+8. Navigate to **Apps and integrations** > **Zendesk Support apps**.
+9. Hover on the **Platform Governance for Salesforce** tile to access the **Settings** menu.
+
+10. Click **Change settings**.
+
+ 
+
+ - **Title**: the name associated with the app. The default is **Platform Governance for Salesforce**.
+ - **Consumer Key**: Enter the Consumer Key from your Salesforce Connected App.
+ - **Consumer Secret**: Enter the Consumer Secret from your Salesforce Connected App.
+ - **Sandbox**: Check this option if connecting to a Salesforce sandbox org.
+
+ :::note
+ OAuth authentication is required by Salesforce. You need to create a Connected App in Salesforce first:
+ 1. Go to https://test.salesforce.com/ for sandbox or https://login.salesforce.com/ for production.
+ 2. Navigate to Setup > Apps > App Manager > New Connected App.
+ 
+ 3. Fill in the required fields and enable API (Enable OAuth Settings).
+ 4. Set the Callback URL: https://server-sf.herokuapp.com/auth/handle_decision.
+ 5. Select OAuth Scopes: 'api, web, refresh_token'.
+ 
+ 6. Save the new app.
+ 7. In App Manager, open the app > Manage > Edit policies:
+ - OAuth Policies: Relax IP restrictions.
+ - Refresh Token Policy: 'Refresh token is valid until revoked'.
+ 
+
+ 8. Copy the Consumer Key and Consumer Secret for use in the Zendesk app configuration.
+
+ Only administrators can view the **Consumer Key** and **Consumer Secret** information.
+ :::
+
+ - **Enable role restrictions**: Check this option to restrict access to the app based on roles. Enter the roles allowed to access the app.
+ - **Enable group restrictions**: Check this option to restrict access to the app based on group membership. Enter the groups allowed to access the app.
+
+11. Click **Install**. The Consumer Key and Secret information is hidden when it is saved.
+
+### Authorize Salesforce Connection
+
+:::note Admin Only
+This step is only for Zendesk Admins.
+:::
+
+After installation, you need to authorize the connection to Salesforce:
+
+1. Click the new **Platform Governance for Salesforce** icon in the left panel.
+1. Click the **Salesforce Credentials** option.
+2. Click the **Login** button.
+
+
+
+3. A popup window will open redirecting to Salesforce's OAuth 2.0 authorization screen.
+4. Log in with your Salesforce credentials.
+5. You will be asked to authorize Platform Governance for Salesforce to access data in your org.
+6. Once authorized, the app securely stores the access and refresh tokens and links the Salesforce org with Zendesk.
+
+
+
+# Set up Approvals
+
+:::note Admin Only
+This step is only for Zendesk Admins.
+:::
+
+After you install the Zendesk app, set up the approvals.
+
+Click the new Platform Governance for Salesforce icon in the left panel. The Group Configurations page opens.
+
+Enter the group and approval information:
+
+- **Allow these Zendesk groups to request approval**: one or more groups who can request approval for a change request. Select a group from the drop down list. Click +. Repeat as needed.
+- **Allow these Zendesk groups to approve**: one or more groups who can approve a change request. Select a group from the drop down list. Click +. Repeat as needed.
+- **Approval process**: select the approval process to use:
+ - **Approval in Zendesk**: Approvals managed directly in Zendesk.
+ - **Approval in Salesforce**: Approval continues in Salesforce.
+ - **No Approval Needed**: Direct push of changes without approval.
+
+
+
+# Using the App in Tickets
+
+In the ticket sidebar, the Platform Governance app displays CR information, action buttons, and accordions for existing/proposed customizations and data records. External links to Impact Analysis and Document Requirements (DRD) in Salesforce are also available.
+
+:::note
+The integration will only appear in the ticket sidebar once the Zendesk ticket has been created.
+:::
+
+
+
+# Approval Flow
+
+The approval flow depends on the selected approval process:
+
+## Approval in Zendesk
+- Operators can Request Approval when CR is in Draft.
+- Admins can Approve or Reject when CR is Pending Approval.
+- Admins can Complete when CR is Approved.
+
+## Approval in Salesforce
+- Operators can Request Approval, which moves the process to Salesforce.
+- Admins only see Complete once Salesforce approves.
+
+## No Approval Needed
+- Admins can Push the change request directly.
+- Complete becomes available once approved/pushed.
+
+# Troubleshooting
+
+- **Buttons not visible**: Verify group configuration and approval process.
+- **Authentication errors**: Token expired; re-login from configuration page.
diff --git a/docs/platgovsalesforce/integrations/zendeskintegration/zendesk_walkthrough_example.md b/docs/platgovsalesforce/integrations/zendeskintegration/zendesk_walkthrough_example.md
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+---
+title: Zendesk Walkthrough Example
+---
+
+# Overview
+
+This walkthrough demonstrates how to use the Platform Governance for Salesforce Zendesk integration. It covers adding existing and proposed customizations, data records, and managing approval processes directly from a Zendesk ticket.
+
+# Step 1 – Open a Zendesk Ticket
+
+When you open a Zendesk ticket, the Platform Governance for Salesforce app appears in the sidebar.
+
+
+
+# Step 2 – Add Existing Customizations
+
+Click **Look up Customization** to search Salesforce for existing customizations to link to this Change Request.
+
+
+
+Select **customization** from the result form
+
+
+
+# Step 3 – Add Proposed Customizations
+
+Click **Add Proposed Customization** to add new or modified customizations that will be created or changed as part of this Change Request.
+
+
+
+# Step 4 – Add Existing Data Records
+
+Use **Look up Data Record** to search for existing data records in Salesforce that are related to this Change Request.
+
+
+
+Select the appropriate data records from the search results:
+
+
+
+# Step 5 – Add Proposed Data Records
+
+Click **Add Proposed Data Record** to include new data records that will be created or modified as part of this Change Request.
+
+
+
+# Step 6 – Request Approval
+
+Once all required information is added, the operator can click **Request Approval** to move the CR into Pending Approval status.
+
+
+
+# Step 7 – Approve or Reject
+
+Admins can then Approve or Reject the Change Request directly in Zendesk if the process is configured for in-Zendesk approvals.
+
+
+
+# Step 8 – Complete or Push
+
+When a Change Request has been approved, the admin can click **Complete** to close it. If no approval is needed, the admin can use **Push** to send the CR directly to Salesforce.
+
+
+
+
+
+# Step 9 – Open DRD (Document Requirements)
+
+From the ticket sidebar, click the DRD link to open the Document Requirements view in Salesforce.
+
+
+
+# Step 10 – Open Impact Analysis
+
+Click the Impact Analysis link to view the detailed analysis of the Change Request in Salesforce. This shows how the proposed changes might affect other components in your Salesforce org.
+
+
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