# Zendesk

{% hint style="info" %}
Publish to Zendesk with the Total plan and above.
{% endhint %}

{% hint style="warning" %}
Requires a Zendesk account.
{% endhint %}

Integrating Zendesk allows AI agents to [transfer chats](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/external-handoff) to your helpdesk personnel in Zendesk.

In the agent's **Publish** tab, [create a Zendesk channel](https://documentation.proto.cx/docs/modules/ai-agents/publishing/..#add-a-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](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/external-handoff) action.