You need access to the Zendesk Support API and an administrator role for this integration.

Our approach is to create a trigger within Zendesk Support that allows your bot to act as a virtual agent to take action on new incoming emails and web forms, removing manual steps previously handled by customer support agents.

Before connecting, make sure you have finished the preparation of creating an admin account for the bot in Zendesk.

 

Step 1: Log in to Zendesk Support as the bot

Login to Zendesk using the bot admin account you created during preparation.

Reset password

If you don't remember the credentials of your bot's Zendesk account, follow the steps here to reset the bot account's password. You will need access to the bot's email for this.

 

Step 2: Authorize Zendesk Support

To authorize Zendesk Support, follow the steps here.

If you had authorized it previously to import data, please unauthorize it and do it again while logging in using the virtual agent's account in Zendesk. This is because by authorizing it while logging in as the virtual agent in Zendesk, we make sure the bot in our Dashboard is connected to the virtual agent's account and not yours.

 

Step 3: Create the Automation Trigger

Description

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Once your connection is authorized.

Click Create an Automation Trigger to have a trigger created on Zendesk Supports business rules that will notify Ultimate of all incoming tickets.

The settings can be adjusted on Zendesks' side by clicking Edit Automation Trigger

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Step 4: Enable Automation Engine

Navigate to the Overview tab and toggle the Automation Engine on.

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Once the Automation engine is enabled, every ticket will be collected in Conversation Logs.

 

Step 5: Prioritize Triggers in Zendesk Support

  1. Go to Admin Center > Triggers in Zendesk Support
  2. Move Ultimate Automation Trigger and Notify Requester of comment update to the top of the list. The order of the two doesn't matter.
    • Ultimate AutomationTrigger: This trigger makes sure the bot is notified when a ticket is created 
    • Notify requester of comment update: This is a default trigger in Zendesk. It sends an email to the visitor for every public comment made to their ticket
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If you don't see Notify requester of comment update, go to Inactive, and activate it first by clicking on the three dots on the far right.

Read more about the triggers in Zendesk's article on notifying the requester

 

✅  Congratulations! Your bot is now officially part of your team as the virtual agent! 

 

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