Zendesk

Zendesk Ticket Integration Connector Documentation

Overview

The Zendesk Ticket Integration Connector facilitates a seamless two-way communication channel between your system and Zendesk. This integration allows for the receipt and processing of tickets from Zendesk, as well as the capability to post responses back, ensuring customers experience a consistent and responsive support flow.

Key Features

• Bidirectional Ticket Synchronization: Tickets are synchronized between systems to maintain up-to-date interactions.

• Automated Responses: Utilize automation to respond to tickets efficiently and consistently.

• Custom Workflows: Configure ticket handling specific to your operational requirements, including assignment and escalation processes.

Initial Configuration

Extracting Zendesk API Token

1. Log into your Zendesk account with admin rights.

2. Navigate to Admin > Channels > API.

3. Select + Add API Token and provide a name for the token.

4. Copy the generated token immediately and store it securely.

Entering the API Token

• Enter the copied API token into the integration connector's configuration section within our portal.

Creating a Zendesk account in EasyNext

Setup Methods

There are two methods to set up the necessary webhook and trigger in Zendesk:

1. Manual Setup

Webhook Creation

1. Go to Admin > Extensions > Webhooks.

2. Click Add webhook and fill in the details:

   • Name: EasyNext Integration Webhook

   • Endpoint URL: The URL provided by your system for webhook receipt.

   • Method: POST

Trigger Creation

1. Navigate to Admin > Business Rules > Triggers.

2. Select Add trigger and configure:

   • Name: Forward to EasyNext

   • Conditions: Define the appropriate conditions for the trigger.

   • Actions: Select Notify via Webhook and choose EasyNext Integration Webhook. Input the JSON structure needed by your system.

2. Automated Script Setup

The automated setup uses a script you've been assisted with to create the necessary resources in Zendesk.

Resources Created by the Script

• Webhook: The script programmatically creates a webhook named EasyNext Integration Webhook with the designated endpoint URL.

  

  EasyNext Webhook in Zendesk
• Trigger: A trigger named Forward To EasyNext is also created. This trigger is configured with conditions to fire when a ticket is updated by an end-user, and it uses the EasyNext Integration Webhook to notify your system. You can view the Trigger in the Trigger settings.

EasyNext Trigger in Zendesk

Running the Script

• To execute the script, choose the Automate connection option in the connector page which will prompt you for the necessary Zendesk credentials and endpoint configuration.

• Once the script is executed, it will output the IDs of the created webhook and trigger for your reference.

• In order to start ticket handling- make sure to change the Trigger Status to Active

Managing the Integration

• Enable/Disable: You can toggle the trigger's active state within Zendesk's trigger settings. By default the trigger is set to Deactivate mode.

• Deletion: To remove the integration, delete the webhook and trigger via Zendesk's admin interface.

  

  EasyNext Trigger settings in Zendesk

Best Practices and Warnings

• Testing: Begin with test tickets to confirm the integration's functionality.

• Limit Initial Volume: Start with a lower ticket volume to monitor and adjust the workflow.

• Monitoring: Regularly review the integration's activity and the quality of automated responses.

Ticket Assignee and Escalation

• Assignment: Automatically assign tickets based on predefined logic.

• Escalation: Implement an escalation protocol within Zendesk for tickets requiring further attention.

Support

For support, reach out to our team at [email protected]