Zendesk
Surface support tickets and customer interactions to speed up issue resolution.
Category
Customer support
Connect with
An API key or token
Tools
4
Get a token
In Zendesk: Admin Center → Apps and integrations → APIs → Zendesk API → switch on Token access → Add API token. The token works with the rights of the agent whose email you enter: that agent must see and edit tickets and help-centre articles. A separate agent, e.g. [email protected], is best.
Connect
- 01
Integrations → Zendesk → Connect.
Open Integrations, find Zendesk (search, or the Customer support category) and click Connect.
- 02
- 03
Tools
For each tool you choose when it runs. Agents only tools never reach the website chat.
| Tool | What it does | Access | Where |
|---|---|---|---|
| Search help center | Search the Help Center articles. | Read | Chat and agents |
| Create ticket | Open a support ticket for the visitor. | Write | Chat and agents |
| Get ticket | Status of a ticket by its number (the requester's email must match). | Read | Chat and agents |
| Update ticket | Add the visitor's comment to their ticket. | Write | Chat and agents |
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