Zendesk

Publish to Zendesk with the Total plan and above.

Requires a Zendesk account.

Integrating Zendesk allows AI agents to transfer chats to your helpdesk personnel in Zendesk.

In the agent's Publish tab, create a Zendesk channel or select the existing one the table to open its settings.

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Basic Settings

In the Basics accordion, the following options are available:

• Name — the internal name of the Zendesk integration.

• Icon — a custom avatar.

Press Save to confirm edits.

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Connecting to Zendesk

1. In the Configuration accordion, four values are required from your Zendesk account:

   • App ID, Key ID, and Secret Key — find and paste these values from Zendesk in: Admin Center > Apps and integrations > Conversations integrations > API Keys.

   • Shared secret — find and paste these values from Zendesk in: Admin Center > Apps and integrations > Conversations integrations > Details.

2. In Proto, copy the Zendesk Webhook URL, and paste it into Zendesk's Webhook endpoint URL in: Admin Center > Apps and integrations > Conversations integrations > Create integration > Webhook section.

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Handoff chats to Zendesk

See the External Handoff action.