Home Integrations with Helpdesks [Zendesk] Step-by-Step Email Integration

[Zendesk] Step-by-Step Email Integration

Last updated on Aug 29, 2026

⭐ Summary

This article explains how to set up the email integration in Zendesk, including API authentication, group creation, assignee setup, and trigger adjustments so that ClaudIA and the handover to N2 work correctly.

📝 Integration overview

The conversation integration connects ClaudIA Panel to Zendesk to centralize Email, Web Form and API Services support, making it possible to:

  • Get automated support from ClaudIA

  • Hand over to N2

  • Use webhooks and triggers

  • Organize work by groups in Zendesk

Prerequisites

  • A project created in the ClaudIA Panel

  • An active Zendesk account

  • Administrator permission in Zendesk

Step-by-step integration

📸 https://www.loom.com/share/59e58a8b6c5d4b529322247345f372aa

1️⃣ Open the project in the ClaudIA Panel

  1. Log in to the panel

  2. Open the project you want

  3. In the side menu, click Integrações (Integrations)

  4. Select Zendesk

  5. Make sure the E-mail (Email) option is selected

2️⃣ Fill in the basic Zendesk information

  • Subdomain: Copy the part before .zendesk.com in your Zendesk URL
    Example: https://empresa.zendesk.com → empresa

  • User: Use the login of the account that ClaudIA will use:

    • It can be a dedicated account

    • Or the account of a specific agent, preferably one that is not used often

    • But it must have an active paid plan

3️⃣ Create an API token in Zendesk

  1. Go to the Admin Center

  2. Go to API → Tokens

  3. Click Add new token

  4. Name the token (example: Cloud Humans | Connector E-mail)

  5. Save and copy the generated token

  6. Paste the token into the matching field in the ClaudIA Panel

4️⃣ Create groups in Zendesk

Create the groups before moving forward with the integration.

ClaudIA group

  • Suggested name: Cloud Humans

  • Add ClaudIA's account to the group

  • Copy the group ID from the URL

  • Paste it into the ID do Grupo da ClaudIA (ClaudIA Group ID) field in the panel

Handover group (N2)

  • Suggested name: N2

  • Include the human support agents

  • Copy the group ID

  • Paste it into the ID do Grupo N2 (N2 Group ID) field

💡 If the ClaudIA group field is left empty, the system creates a group automatically. We recommend creating it manually for more control.

5️⃣ Check that the triggers were created

After you save the integration:

  1. Go to Settings > Triggers in Zendesk.

  2. Check that the triggers were created:

    • Automatic assignment to ClaudIA

    • Webhook event