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Integrations8 min

Zendesk Integration

Create support tickets from chatbot conversations. Configure default priority and type, attach transcripts, and route tickets to the right support team.

What you'll learn

  • Prerequisites
  • Connect your Zendesk account
  • Configure ticket settings
  • Test the connection
  • How it works
1

Prerequisites

You'll need a Zendesk Support account with API access. The integration works with Zendesk Suite, Support, and Legacy plans. You'll need admin permissions to create the API token for authentication.

2

Connect your Zendesk account

Go to the Actions tab and find Zendesk in the Helpdesk section. Click 'Connect Zendesk' and enter your Zendesk subdomain (e.g., your-company.zendesk.com). Generate an API token in Zendesk Admin and enter it to complete the connection.

Connect Zendesk

Create support tickets from conversations

Zendesk

Not connected

Features:

Create tickets from chats
Attach transcripts
Default priority & type
Auto-assign to groups
3

Configure ticket settings

Select the default group to assign tickets to, choose a default priority (Low, Normal, High, Urgent), and set the default ticket type (Question, Incident, Problem, Task). Enable 'Include Conversation' to attach the full chat transcript to tickets.

Ticket Settings

Default Group
Default Priority
Low
Normal
High
Urgent
Default Type
Include Conversation

Attach chat transcript to tickets

💡Pro Tip

  • Attach transcripts so support agents have full context before responding.
4

Test the connection

Click 'Test' to verify the connection to your Zendesk account. This confirms API access is working correctly and tickets can be created with your configured settings.

Sample Ticket

Ticket #12847New

Product inquiry from chatbot

Requesteralex@company.com
PriorityHigh
GroupSupport Team

Description

Customer asked about enterprise pricing and API rate limits. They are evaluating solutions for their team of 50+ people.

5

How it works

When the chatbot needs to escalate an issue or a workflow triggers ticket creation, a new ticket is created in Zendesk with the configured defaults. The ticket includes the visitor's email, a summary of their issue, and optionally the full conversation transcript.

💡Pro Tip

  • Use workflows to automatically create tickets based on conversation conditions.

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