Zendesk
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DialoX Manual
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The Zendesk skill enables you to interact with Tickets and Users, providing a direct integeration with your support desk.
The skill isn't installed automatically with your template. Therefore you need to install it manually.
Go to Skills -> Browse -> search for the Zendesk integrations skill.
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.
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.
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.
After installing the skill and storing the credentials. You can use the Zendesk nodes in your flow.
Zendesk: Create ticket This will allow you to create new support requests in your Zendesk environment.
Zendesk: Get ticket Retrieve the current status of a ticket. Useful for customers when their ticket might be pending.
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.
Zendesk: Create user Create a Zendesk end-user based on contact details extracted in the conversation.
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.
When looking up a ticket or a user from Zendesk, the following "Ticket" and "Zendesk User" variables will be filled:
