[Zendesk] Editing Your Integration with Claudia

This guide explains how and why to modify the settings of your existing Zendesk integration with Claudia through the Edit screen in the Hub. Use this screen to update information that may have changed or to correct previous settings.

1. Accessing the Edit Screen

You will find the option to edit an existing integration under "Integration" in the Hub.

2. Editable Fields and Where to Find the Information:

Here is a description of the fields you can edit and where to find the updated data in Zendesk, should you need to change them:

Zendesk Subdomain:

What it is: Identifies your specific Zendesk account.
Why edit: If the subdomain of your Zendesk account has changed.
Where to find: It is the initial part of the URL you use to access Zendesk. Example: https://[subdomain].zendesk.com.

User (Access Email):

What it is: The email address of the Zendesk account used to authenticate the API connection.
Why edit: If the email of the admin user associated with the integration has changed, or if you need to use a different account (for example, for permission reasons).
Where to find: It is the email you use to log in to Zendesk (usually an admin account or an account dedicated to the integration with the correct permissions).

Token / API Key:

What it is: The secret key that authorizes Claudia to communicate with the Zendesk API on your behalf.
Why edit: If the previous token has been revoked, expired, become invalid, or if you generated a new one for security reasons.
Where to find: In Zendesk, go to Admin Center > Apps and integrations > API > Zendesk API. If you no longer have the old token (it is only displayed at the time of creation), you will need to generate a new active token and paste it here.

Claudia Group ID (Optional):

What it is: The numeric identifier of the group in Zendesk that you may have designated for Claudia to operate.
Why edit: If you decided to use a different group for Claudia or if you left it blank in the initial setup and now wish to designate a specific group.
Where to find: In Zendesk, go to Admin Center > People > Groups. Click on the desired group's name and copy the numeric part of the page URL (after groups/).

Escalation Group (N2):

What it is: The numeric identifier of the group in Zendesk to which Claudia should forward tickets when it needs to escalate to human support.
Why edit: If the team or group responsible for N2 support has changed, or if you have reorganized your groups in Zendesk and need to point to the new correct group.
Where to find: In Zendesk, go to Admin Center > People > Groups. Click on the desired N2 group's name and copy the numeric part of the page URL (after groups/).

Additional Settings for Chat (Optional):

These fields are only relevant if you are using the chat integration (real-time conversations).

App ID: Identifier of your conversation integration in Zendesk.
Key ID: Identifier of the API key specific to the conversation integration.
Secret Key: Secret key associated with the Key ID to authenticate the conversation integration.
Why edit: If you generated new credentials (App ID, Key ID, Secret Key) for your conversation integration in Zendesk, if the previous ones were revoked/compromised.
Where to find: In Zendesk, in the Admin Center, navigate to the Apps and integrations > Conversations and integrations section. Locate the relevant integration and its API Keys. Remember that the Secret Key is generally only visible at the time of creation; if lost, you may need to generate a new key.

3. Saving Changes

After modifying any of the above fields, make sure to click the "Save Integration" button.
Your edits will only take effect after being saved.

4. Testing After Editing

Essential: After saving any changes, it is crucial to test the integration again.
Send a test message (email or chat, depending on the setup) to check if tickets are still created/responded to correctly by Claudia and if the escalation to the N2 group is functioning according to the new settings.