1. Introduction 

Customers can now integrate the Zendesk account with Engati and enable users to create tickets, get ticket details and update existing tickets from the chatbot itself.

Note: Zendesk direct integration is supported on all paid plans,

  1. Essential
  2. Team
  3. Professional
  4. Enterprise
  5. Elite

However, the rate limit per minute for each plan varies. Refer here for more details, https://developer.zendesk.com/rest_api/docs/support/usage_limits#plan-rate-limits

2. Access to Zendesk Integration

Zendesk Integration can be set up in the Integrations workflow of Engati. This is available to our customers on the Business (or higher) plans.

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Once the Integration with an account is completed, the integration APIs can be used within the Conversation flow using the Zendesk Node under Builder> Nodes (Integration Node).

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3. Steps to configure Zendesk Integration

3.1 Adding the Zendesk Integration

1. Log in to your Engati account and go to the “Integrations” tab.

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2. Click on ‘Connect’

3. Give the account a name that will help you recall it

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4. Click on “Authorize” to open a pop-up window

5. Enter your Email ID, API Key and Zendesk Subdomain Name

  • Enter your Email ID that is used to access your Zendesk account
  • API Key: You can find your API Key by signing on to Zendesk
  • Click on ‘Admin Settings’ from the sidebar
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  • Select Channels and then API
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  • Click the toggle to enable API authentication, if not already enabled
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  • Click on the ‘Add API Token’ button on the right of the Active API Token
  • Give the new token a name and click on Save
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  • Copy the API key displayed 
  • Paste this key in the API Key field in Engati
  • Subdomain name: This is the name of the account that has been you use to access Zendesk – it will be in the format xyz.zendesk.com, Here xyz is the subdomain name

6. Enter Email ID, API key and Subdomain name and click on Save.

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3.2 Configuring Zendesk Node

  • Once you have Logged in, you are done with authorizing your account. Now go to Builder > Paths and try adding a Zendesk node.
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  • You can also Authorize a new account here or use a previously authorized account

3.3 Selecting an action

1.Once you select your account, you can then select an action, from the list of actions available, to be performed on your account. The list of available actions is as below:

  • Create Ticket
  • Get Ticket
  • Update Ticket

2. Once you select the action it populates various rows that are required to complete the actions, and assign different attributes for each row with respect to what information is required.

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3. Once you have done assigning the attributes to save the node and your Integration is ready.

4. All tickets that will be created, corresponding ticket id for them will be saved in attribute {{user.ticket.id}}

5. If needed, the bot builder can use this attribute as-is or save it in a custom attribute and display the same to the user, who has created the ticket, in the chatbot flow

Please feel free to reach out to support@engati.com

Updated 04 Jul 2022
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