Zendesk Chat
Connect Zendesk Support ticket APIs and webhooks, or connect your ChatBot to the Zendesk web chat widget through Sunshine Conversations.
Use Support-only when you need Zendesk Support ticket API access and ticket webhooks without connecting your bot to Zendesk web chat. To connect a BotDojo ChatBot to the Zendesk web chat widget, follow the Sunshine Conversations setup below.
Support-only setup
-
In BotDojo, go to Integrations, select Zendesk Chat, and choose Support-only.
-
In Zendesk Admin Center, go to Apps and Integrations > APIs > API tokens. Enable API Access Token if needed, select Add API Token, and copy the token.
-
Return to BotDojo and enter your Zendesk Subdomain (the part before
.zendesk.com), Support Email, and API Token, then finish setup.
Support-only connects to Zendesk Support for ticket API access and ticket webhooks in BotDojo flows. It does not connect your bot to Zendesk web chat or require Sunshine Conversations API keys.
Zendesk Chat setup with Sunshine Conversations
BotDojo can integrate your ChatBot into your Zendesk web chat widget. Follow these steps to set up the Zendesk integration:
-
Go to your Zendesk account at https://your-subdomain.zendesk.com
-
Navigate to Settings > Admin Center
Documentation screenshot -
Go to Apps and Integrations > Conversations API
Documentation screenshot -
Create a new API key
Documentation screenshot -
Give a name for the API key and click Next.
Documentation screenshot -
Copy all three values (App ID, Key ID, and Secret Key) and click Next
Documentation screenshot -
Navigate back to your Zendesk Admin Center > Apps and Integrations > APIs > API tokens
Documentation screenshot -
If necessary, read the guidelines and accept the agreement, then click Get Started
Documentation screenshot -
Enable API Access Token if it's not already enabled
Documentation screenshot Documentation screenshot -
Click Add API Token
Documentation screenshot -
Give a name for this token, copy the token, and click Save
Documentation screenshot -
Now navigate to your BotDojo account. From the integrations page, select the Zendesk Chat integration.
Documentation screenshot -
Paste all four values (App ID, Key ID, Secret, and API Token). Also, enter the Zendesk admin email address and click Next.
Documentation screenshot -
In the BotDojo Bot Configuration section, you can set a Bot Display Name and Bot Avatar URL. The avatar URL must be a publicly available image. Once you've finished customizing the chatbot, click Finish.
Documentation screenshot -
Congratulations! You've successfully created your BotDojo integration in your Zendesk portal. You can verify the installation by navigating to the Zendesk Admin Center > AI Agents > Marketplace Bots. The newly created BotDojo integration will be listed there. To set this bot as the default responder on any channel, follow the subsequent steps.
Documentation screenshot
-
Set this bot as the default responder.
Documentation screenshot -
BotDojo will now serve as the first point of contact for all your customers.
Documentation screenshot
Connect to Flow
-
Now that your Zendesk integration is set up, you can connect it to any BotDojo flow by creating triggers. Navigate to your BotDojo account > Flows and select the flow you want to connect.
Documentation screenshot -
Create a new trigger on the selected flow by clicking Add Trigger
Documentation screenshot -
Select Integration Trigger from the trigger types
Documentation screenshot -
Select Zendesk as the provider and then choose the Zendesk integration you created earlier
Documentation screenshot -
Choose the appropriate Trigger Type based on when you want the flow to be activated
Documentation screenshot -
This will load all available trigger configurations for the selected trigger type.
- You can customize ticket fields in the advanced options section. These fields will be used during ticket creation and agent escalation. Once configured, click Apply Changes
Documentation screenshot
By default, Zendesk does not send a customer message when the connected flow fails. To avoid a silent chat, enable Send Message On Flow Error and customize the Flow Error Message. For an existing trigger, click Update Trigger Reference first so the new settings appear, then configure them and click Apply Changes. The fallback is sent when an incoming customer-message flow ends in an error. Aborted requests, including an older request intentionally canceled by a newer customer message, and synthetic follow-up runs do not send it. The BotDojo flow request remains in its original error state for monitoring and debugging.
-
Your Zendesk trigger is now successfully created. Configure the flow by mapping all the necessary inputs and tools to your Language Model.
Documentation screenshot -
The trigger has been successfully added to the flow. Now, whenever a new message arrives on any Zendesk channel, this flow will be triggered to handle the user query. The flow includes built-in capabilities to analyze user messages, create support tickets, and escalate conversations to human agents when needed.
Documentation screenshot
Testing the Trigger
-
The newly created ticket is now visible in Zendesk Support.
Documentation screenshot -
It can also escalate the conversation to any human support agent as per the user's request.
Documentation screenshot
Removing a Support-only connection
In BotDojo, open Integrations, find Zendesk Chat, and click Remove. BotDojo removes the Support ticket triggers and webhooks created for that connection. A Support-only connection does not install a Sunshine Conversations bot in Zendesk Marketplace.
Removing the Sunshine Conversations bot
To safely remove the BotDojo bot from your Zendesk account, follow these steps in order:
-
First, you need to set another bot as the default responder. Navigate to Zendesk Admin Center > AI Agents > Marketplace Bots and select a different bot to be the default responder for your channels.
Documentation screenshot -
Once another bot is set as default, you can uninstall the BotDojo bot from the switchboard.
Documentation screenshot -
The bot is now successfully uninstalled.
Documentation screenshot -
After successfully uninstalling the bot from Zendesk Marketplace Bots, remove the Zendesk Chat integration from your BotDojo account. Go to Integrations, find the Zendesk Chat integration, and click Remove.
Documentation screenshot Documentation screenshot
:::warning Important Make sure to complete these steps in the exact order listed above. Setting another bot as default before uninstalling prevents any disruption to your customer support channels. :::