Chatlayer Documentation
Get in touchAbout Chatlayer
  • Welcome
  • What's new
  • Send feedback
  • start quickly
    • Leadzy tutorial
      • 0. Introduction
      • 1. New bot, new block
      • 2. Understand your users
      • 3. Collect and display user input
      • 4. Steer the conversation with Conditions
      • 5. Empower your bot with Actions
      • 6. Set up a channel and publish your bot
    • Templates
      • Banking
      • E-Commerce Returns
      • E-Bike Shop
      • E-Scooter Support
      • Feedback
      • Find Nearest Location
      • GPT
      • 🆕Gym
      • Job applications
      • Knowledge base AI template
      • Lead generation
      • 🆕NPS
      • Restaurant
      • Retail
  • navigation
    • Analytics
      • Dashboard
      • Customers
      • Conversations
      • User flow
      • Intents
      • 🆕Funnels [Beta]
    • Bot builder
      • Flows
        • Canvas functionalities
        • Collaborate with team members
        • Manage your flows
        • 🆕[Beta] Export and import flows
      • Bot dialogs view
      • Translations
      • Events
    • NLP
      • Dashboard
      • Intents
      • Expressions
      • Entities
      • Train
      • NLP settings
      • Improve
    • Knowledge base AI
      • Add content to your KBAI
      • Build your KBAI flow
      • Use your KBAI source URL in a button
      • Use tags to limit your KBAI content
      • 🆕Use Tables to store your KBAI questions
      • 🆕Manage handover where KBAI is unsatisfactory
    • History
      • Conversations
      • Execution logs
      • Versions
    • Channels
    • Tables
      • Create a table with records
      • Column types
      • Operate on your records
        • Insert record
        • Update record
        • Retrieve record
        • Delete record
      • API
    • Settings
      • Bot settings
      • Offloading
      • Variables
      • Voice
      • Import/Export
  • build your bot
    • Conversation design
      • Plan your bot
      • Conversation design workflow
    • Flow logic
      • Blocks
        • Message
        • Condition
        • Collect input
        • Action
      • Go-to connections
    • 🆕Emulator
    • Tips & best practices
      • Route your flow depending on the time
      • Improve the Not understood block
        • How to create better not understood messages
        • Not understood counter
        • Not understood Google search
      • Go to previous block
      • Recognizing a returning user
      • Skip introduction message
      • Route your flow depending on the channel
      • Reuse flows
      • Connect two bots to each other
  • understand users
    • Natural language processing (NLP)
      • Basic NLP concepts
      • Detect information with entities
        • Match entities
        • Contextual entities
        • System entities
        • Composite entities
      • NLP best practices
        • Word order and diversity of expressions
      • AI intent booster
      • Train your NLP
      • Context
      • NLP import & export
      • Sentiment analysis
    • Languages
      • Supported languages
      • Make your bot multilingual
      • Change language within the conversation
  • set up channels
    • Add a channel to your bot
    • All channels
      • 🚨Facebook Messenger [Deprecated soon]
        • Facebook Admin Removal
        • Facebook Webview Whitelisting
        • Facebook Messenger API updates for Europe
      • 🚨Google Assistant [Deprecated soon]
      • Webhook
      • Web
        • 🚨Web V1 [Deprecated]
          • Customize web widget
          • Live example web widget
        • 🆕Web V2
          • 🆕From Web V1 to V2
          • 🆕Web V2 methods and options
    • Sinch Conversation API
      • Configure your Sinch Conversation API
      • 🆕 Make the most of RCS with Carousels
      • WhatsApp Business API
  • integrate & code
    • API calls
      • Configure your API integration
      • Advanced API features
      • V1 API Reference
      • Custom integrations 101
    • Code editor
      • [Example] Sending data to Airtable (POST)
      • [Example] Retrieving data from Airtable (GET)
      • [Example] Making SOAP requests
    • App integrations
      • Airtable
      • Freshdesk
      • Freshdesk Messaging
      • 🆕Gmail
      • Intercom
      • Mailgun
      • OpenAI: GPT-3, ChatGPT and GPT-4
      • Salesforce
      • 🆕Slack
      • Topdesk
      • Zendesk Support
      • Zendesk Sunshine (beta)
    • 🆕Expression syntax
    • Human handover & live chat
      • Sinch Contact Pro
      • #Interact
      • Genesys Cloud
      • Offloading Webhook
      • Salesforce Service Cloud
      • Sparkcentral by Hootsuite
      • Zendesk Chat
    • Chatlayer messages specifications
  • Publish
    • Publish your bot
      • Publish a flow
  • Analyze & maintain
    • Analytics definitions
    • Data retention
    • Maintenance
    • Session
    • Track events for analytics
  • VOICE
    • 🆕Send bot response as audio
    • Voicebots
      • Create a voicebot
      • Voicebot-specific actions
      • Test your voicebot
      • From chat to voice
  • access & support
    • Identity & Access
      • Single Sign-On (SAML SSO)
    • Billing & subscription
    • Get in touch
    • Chatlayer glossary
    • SaaS Regions & IP Ranges
    • Status
    • Debug your bot
      • No correct response
      • Collect input not working
      • Video isn't working
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  1. integrate & code
  2. App integrations

Zendesk Support

With this App you can have strong collaboration between your bot and your Zendesk account

PreviousTopdeskNextZendesk Sunshine (beta)

Last updated 3 months ago

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You can connect your Zendesk account from an Action block:

When you click on the desired app, it will start the authentication flow to connect to your Zendesk account:

By clicking in “Sign in to Zendesk”, a pop-up will appear:

Fill in your account name, your email, for the API token, go to:

https://[account name].zendesk.com/admin/apps-integrations/apis/zendesk-api/settings/tokens

When the connection is established, you will be able to select it and choose between one of the following actions:zen

  • Create ticket: you can create input validations in previous steps leading to the creation of the ticket and save user input into variables that will be passed to Zendesk to create the ticket.

  • Find ticket: the ticket number can be passed by the user and saved in the variable that you will use to access details from that ticket and possibly start an update flow.

You can give feedback to the user of the bot by informing some of the values that you can find that are connected to that ticker, e.g.: “this is the ticket I found: {apps.zendesk.find_ticket.ticket.subject}”

  • Update ticket:

The updates will show as comments on the ticket:

  • Add tags: you can either add tags that were passed by the user (using variables from Input Validations) or add fixed tags to inform the user passed through a specific part of the bot flow.

  • Find user: you can ask users to identify themselves, and if not found, start the flow to create a user for them.

  • Create or update user: if there's no user in your Zendesk account with the information that was passed in the previous step, you can create one, or ask the user to confirm/update their contact.

How to personalize the bot responses with information retrieved from the integrated App:

From the Session Data, at the bottom of your Debugger when one of the actions was completed, you can check what data is available and where and build the bot response with that data, e.g.:

“I can see the ticket {apps.zendesk.find_ticket.ticket.id} is about: {apps.zendesk.find_ticket.ticket.subject}.”

Now you're ready to provide the best customer support bot with Chatlayer and the Zendesk App!

example:

https://chatlayer.zendesk.com/admin/apps-integrations/apis/zendesk-api/settings/tokens