In this article, we'll walk you through every step of the integration process between Zendesk and ClaudIA.
1. Setting up the Helpdesk
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Go to the Integration screen in the panel.
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On the toggle, choose whether it will be an email or a chat integration.
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In the "Subdomínio" (Subdomain) field, add the subdomain of the Zendesk account.
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Log in to Zendesk and copy the subdomain from the URL, for example, https://subdomain.zendesk.com.
Example filled in incorrectly ❌:
Example filled in correctly ✅:
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In the "Usuário" (User) field, enter the login email you use to sign in to Zendesk.
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In the "Token" field, paste the Zendesk API token.
- In Zendesk, go to Central de administração (Admin Center) > Aplicações e integrações (Apps and integrations) > API > API do Zendesk (Zendesk API).
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Under "ID do Grupo da Claudia" (ClaudIA Group ID), you can add the ID if one already exists; if it doesn't, just leave it blank and we'll create a group in Zendesk.
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And in the "Grupo N2" (N2 Group) field, we enter the ID of the group ClaudIA should send tickets to when handing over to a human.
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In Zendesk, go to Central de administração (Admin Center) > Pessoas (People) > Grupos (Groups).
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Click the name of the group you want to use and, in the page URL, copy the numeric part after "groups/".
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3. Setting up the conversations integration (if you are setting up email, you can skip to topic 4)
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In the Zendesk Admin Center, go to the conversations integrations section and create a new integration.
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In the "Nome" (Name) field, add a name for the integration to help identify it.
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In the "URL do webhook" (Webhook URL) field, enter the webhook generated on the ClaudIA Panel configuration screen.
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Select the "Incluir usuário completo" (Include full user) and "Mensagem da Conversa" (Conversation Message) options.
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Click "Guardar" (Save) to save it; you don't need to copy the information that appears at this point.
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Go to Chaves da API (API keys) and create a new key.
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Copy the "ID da aplicação" (App ID), "ID da chave" (Key ID) and the "chave secreta" (secret key)
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Paste this information into the matching fields on the Helpdesk configuration screen.
4. Finishing the setup
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After clicking "Salvar Integração" (Save Integration), check that the triggers are correct and that all the information is filled in.
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Test the integration: send messages and check whether the tickets are being answered correctly.
Note:
For the email integration, you need to adjust the JSON of the "Cloud Humans | Webhook Trigger E-mail" trigger
{
"ticketId": "{{ticket.id}}",
"assigneeId": "{{ticket.assignee.id}}",
"title": "{{ticket.title}}",
"text": "{{ticket.latest_comment}}",
"commentId": "{{ticket.latest_comment.id}}",
"isPublic": "{{ticket.latest_comment.is_public}}",
"type": "{{ticket.via}}",
"sender": {
"id": "{{ticket.requester.id}}",
"name": "{{ticket.requester.name}}",
"email": "{{ticket.requester.email}}",
"role": "End-user"
},
"attachments": [ {% for attachment in ticket.latest_comment.attachments %} { "filename": "{{attachment.filename}}", "url": "{{attachment.url}}"} {% unless forloop.last %},{% endunless %} {% endfor %} ],
"comments": "{{ticket.comments}}"
}