SevenRooms Reservations for Zendesk Support

See a guest's SevenRooms booking history from inside the Zendesk ticket you're already working in no tab-switching, no copy-pasting email addresses between systems.

What the app does

SevenRooms Reservations is a Zendesk Support app that adds a panel to the ticket sidebar. When you open a ticket, it looks up the requester's email address in SevenRooms and shows their reservations and pending reservation requests.

With the app installed, agents can:

• See a requester's upcoming and past reservations at a glance, grouped into tabs
• See pending reservation requests — bookings the venue hasn't confirmed yet — alongside confirmed reservations
• Open any reservation or request to view its full details
• Search by email address to look up any guest, not just the ticket requester
• Jump straight to the booking in SevenRooms when a change is needed

The app is read-only

The app displays reservation information and links out to SevenRooms for any changes. It does not create, edit, reschedule, or cancel bookings. All booking data continues to change in one place — SevenRooms — so there's no risk of the two systems disagreeing.

Before you install

You'll need:

1. A Zendesk Support account with admin permissions (only admins can install apps).
2. A SevenRooms account with API access enabled for your venue group.
3. SevenRooms API credentials — a client ID and client secret.
4. Your SevenRooms venue group ID.

Getting API credentials: API access isn't enabled by default. Contact your SevenRooms account manager or SevenRooms support and request API access for your venue group. They'll issue the client ID and client secret and can confirm your venue group ID.

Install the app

1. In SevenRooms, note your venue group ID and collect your API client ID and client secret.
2. In Zendesk, go to Admin Center → Apps and integrations → Zendesk Support apps → Marketplace, find SevenRooms Reservations, and click Install.
3. On the settings screen, fill in the four fields:

1. Choose the API base URL that matches your SevenRooms environment. Include the trailing slash.

   | Environment | Base URL | |---|---| | Demo | https://demo.sevenrooms.com/api-ext/2_4/ | | US (production) | https://api.sevenrooms.com/2_4/ | | EU (production) | https://api.eu.sevenrooms.com/2_4/ |

2. Click Install.
3. Open any ticket. The SevenRooms Reservations panel appears in the right-hand sidebar.

Tip: If you're not sure whether you're on the US or EU environment, check the domain you use to log in to SevenRooms, or ask your account manager. Entering a base URL on a domain the app doesn't recognise will cause requests to fail.

Using the app

The reservation list

Open a ticket and the panel loads the requester's reservations automatically. You'll see:

• A search box at the top for looking up a different guest
• A date sort toggle — defaults to ↓ Newest first; click to switch to ↑ Oldest first
• Upcoming and Past tabs, each showing a count

Each card in the list shows:

• The date and arrival time (for example, Tue, 6 June 2026 · 7:00 PM)
• A status tag — such as Complete, Canceled, or No show — or a blue Request tag for pending requests
• The guest's name
• The venue, seating area, party size, and — for requests — whether it's Pending confirmation or Expired

On the Past tab, click Load More to page through older reservations.

Reservations vs requests

SevenRooms treats these as two different things, and so does the app:

• Reservations are confirmed bookings. They carry a status and a link back to SevenRooms.
• Reservation requests are bookings a guest has asked for that the venue hasn't confirmed yet. They appear with a blue Request tag and show Pending confirmation or Expired instead of a status. Because requests don't exist as reservations yet, they have no SevenRooms link.

If a request has already been turned into a confirmed reservation, the app hides the duplicate request so you see the booking only once.

Viewing full details

Click any card to open the read-only detail view. It shows the date and time, status, and every field SevenRooms has on record for that booking — guest name, email, phone, venue, seating area, party size, reference code, and notes. Fields with no value are hidden rather than shown blank.

Click ← Back to return to the list.

Making a change to a booking

Because the app is read-only, changes happen in SevenRooms.

In the detail view of a confirmed reservation, click Open in SevenRooms (top right). This opens that reservation's page in SevenRooms in a new tab, where you can edit or cancel it.

Pending requests don't have this link — SevenRooms only creates the reservation page once the request is confirmed. To act on a request, open SevenRooms directly.

Searching for another guest

The requester's email isn't always the one attached to the booking — a guest might have booked with a personal address, or a PA might be emailing on someone else's behalf.

To look up a different address:

1. Type the email address into the Search by email box.
2. Click Search.
3. The list reloads for that address, and a line appears above the tabs: Showing reservations for …
4. Click Clear to go back to the ticket requester's reservations.

Search works on email addresses only — phone number search isn't supported. Entering something without an @ returns "Enter a valid email address."

Troubleshooting

"No requester email found on this ticket." The ticket has no requester email address for the app to look up — this happens on tickets created without an email identity. Add an email address to the requester's user profile, or use the search box to look up the guest manually.

"Failed to load SevenRooms data." The app couldn't reach SevenRooms or couldn't authenticate. Check in Admin Center that:

• The client ID and client secret are correct and API access is still active on your SevenRooms account
• The API base URL matches your environment and ends with a trailing slash
• The venue group ID is correct

Click Retry in the panel after correcting the settings.

"No reservations found." but you know the guest has bookings The email address on the Zendesk ticket most likely differs from the one on the SevenRooms booking. Search for the address the guest actually booked with.

Venue names are missing from the cards Reservations carry only a venue ID; the app matches those against your venue list, which it loads using the venue group ID. If names are blank, check that the venue group ID is correct and that the venues are marked active in SevenRooms.

A pending request isn't showing Requests can only be looked up by email address, one venue at a time — so a request will only appear if it's under an email the app searched for, at a venue in your venue group. Confirmed reservations aren't affected by this.

Security and privacy

• Your API credentials never reach the browser. The client ID and client secret are stored as encrypted Zendesk secure settings. Zendesk substitutes them server-side when the app calls SevenRooms, so they're never visible in app code or in your browser.
• The app makes no changes in SevenRooms. It only reads data.
• Data goes between Zendesk and SevenRooms only. The ticket requester's email address — or an address an agent searches for — is sent to SevenRooms to look up bookings. The reservation, request, and venue data that comes back is displayed in the ticket sidebar. Nothing is sent to any other third party.
• Gravity CX collects no guest or ticket data. The only data collected is Zendesk app usage and installation data.

For full details, see the Gravity CX Security and Privacy policy.

Need help?

The app is built and supported by Gravity CX.

• Support: support@gravity.cx
• Help centre: help.gravity.cx

For questions about your SevenRooms API access, credentials, or venue configuration, contact your SevenRooms account manager.