# Zendesk

The Zendesk skill enables you to interact with Tickets and Users, providing a direct integeration with your support desk.

## Installing the Zendesk skill

The Zendesk integrations skill isn't installed automatically with your Smart App. Therefore you need to install it manually in the DialoX studio.

Go to Packages -> Browse skills and search for the Zendesk integrations skill.

{% hint style="info" %}
If you don't see this skill here, it needs to be added to your account. Please consult your partner or Enreach DialoX support team.
{% endhint %}

## Creating Zendesk API Token

To connect the bot to your Zendesk environment you will need to prepare the following information.

* URL to your Zendesk environment
* Zendesk API Token

The Zendesk API Token is your access token that needs to be created in the Zendesk 'Apps and integrations' section. To create this token:

* Log in with your admin user in Zendesk and go to the **Admin Centre**.
* Go to Apps and integrations > APIs
* Click into Add API Token and name it "DialoX".
* Save the API Key.

<figure><img src="https://3356808761-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEBQHGJABNTj5ISSOTRxM%2Fuploads%2FTPEK9mTrNd7Ne68EI8cE%2Fimage.png?alt=media&#x26;token=69aa7a93-0d36-4bda-8eb0-51b1b411ce86" alt=""><figcaption></figcaption></figure>

* Navigate back to your app in DialoX, then to 'Settings - Zendesk'.
* Fill the form with your Zendesk URL, the account email used to create the token, and the token itself.

<figure><img src="https://3356808761-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEBQHGJABNTj5ISSOTRxM%2Fuploads%2FGCrZcGn68GVZimftu2Ad%2Fimage.png?alt=media&#x26;token=d2eb1bce-6471-49f8-9fe2-0337e80497ec" alt=""><figcaption></figcaption></figure>

## Implement Zendesk in your Flow

After installing the skill and storing the credentials. You can use the Zendesk nodes in your flow.&#x20;

1. Zendesk: Create ticket\
   This will allow you to create new support requests in your Zendesk environment.&#x20;
2. Zendesk: Get ticket\
   Retrieve the current status of a ticket. Useful for customers when their ticket might be pending.
3. Zendesk: Create ticket comment\
   Allow users to leave some extra details on a ticket. Can also be used to log private comments on tickets for internal use.
4. Zendesk: Create user\
   Create a Zendesk end-user based on contact details extracted in the conversation.
5. Zendesk: Search user\
   Look up a Zendesk user via their phone number or email address. The details of the user found will be stored in the Zendesk User variables.
6. Zendesk: Ask choice\
   Allow users to select a value from a Zendesk custom field, providing predefined options for streamlined ticket creation.

<figure><img src="https://3356808761-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEBQHGJABNTj5ISSOTRxM%2Fuploads%2FybxBdZg3UIWl7ZXJvz1q%2Fimage.png?alt=media&#x26;token=70330a1e-18b1-456c-ba68-66944c20fe67" alt="" width="375"><figcaption></figcaption></figure>

## Zendesk variables

When looking up a ticket or a user from Zendesk, the following "Ticket" and "Zendesk User" variables will be filled:

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