Zendesk AI Ticketing Integration

1. Understanding The Template:

We have one Scenario in the flow named AI_Ticketing_Zendesk.

AI_Ticketing_Zendesk Scenario Contains:

• Request to Human Event – Triggered when the AI agent/chatbot decides to hand over the conversation to a human agent.
• Unable to Answer Event – Triggered when the AI agent/chatbot can’t find a suitable response to the user’s query.
• Talk to human Intent – Triggered when the user specifically asks to speak with a human.

2. Get Your Zendesk Credentials

To connect your app or chatbot to Zendesk, you’ll need these:

• ZENDESK_USERNAME – The email you use to log into Zendesk (usually your admin email).
• ZENDESK_TOKEN – An API token that lets your app authenticate and interact with Zendesk.
• ZENDESK_SUBDOMAIN – Subdomain is the first part of your Zendesk URL.

How to Get Your API Token (ZENDESK_TOKEN):

1. Open your Zendesk Admin Panel.

1. Click on Apps and Integrations > APIs > Zendisk API.

1. Enabled Token access in Zendesk API, Now click on Add API token

1. Write a description, copy the API Token, and save it.

• ZENDESK_SUBDOMAIN – This is the first part (subdomain) of your Zendesk URL. For example, if your Zendesk URL is https://aicme666.zendesk.com, then aicme666 is your subdomain.

3. Open Studio & Import the Template

1. Import the template into Studio

For help with template importing, check out our guide on how to import in Studio.

2. Add Your Config Variable ZENDESK_USERNAME , ZENDESK_TOKEN & ZENDESK_SUBDOMAIN

4. Test & Run on Emulator

To run the flow, click on Emulator and start testing the flow

5. Check Zendesk for a generated ticket