# Zendesk Integration

### **Overview**

Zendesk is a customer service and engagement platform that enables businesses to manage and optimize their support operations. It provides a comprehensive suite of tools to deliver efficient, personalized, and scalable customer experiences.

#### **Key Features**

* **Ticketing System**\
  A centralized solution to track, prioritize, and resolve customer inquiries across multiple channels.
* **Help Center & Knowledge Base**\
  Self-service portals that allow customers to find answers to common questions and troubleshoot issues independently.
* **Livechat & Messaging**\
  Real-time communication capabilities for web, mobile, and social platforms, ensuring faster and more convenient support.
* **Automation & AI**\
  Includes chatbots, workflow automation, and predictive analytics to streamline processes and reduce response times.
* **Reporting & Analytics**\
  Provides actionable insights into customer interactions, agent performance, and overall support metrics for data-driven decision-making.
* **Integrations**\
  Seamlessly connects with CRM systems, e-commerce platforms, and other business tools to create a unified support ecosystem.

### **Pre-requisites:** <a href="#toc59213890" id="toc59213890"></a>

1. **An active Zendesk**

You should have an active Zendesk Account. If you do not have it, you can create an Zendesk account at  <https://www.zendesk.com/in/login/>

2. **An iX Hello Account**

For steps to create an account, follow the steps [here](/ixhc/general/ix-hello-create-account-original.md)

## Create Zendesk Account

Click on the "<https://www.zendesk.com/in/login/>" to Open a new tab and go to Login Screen and click the “**Sign in”** butto&#x6E;**.**

<figure><img src="/files/y7wHdRumoJSF6k4Ilw8x" alt=""><figcaption></figcaption></figure>

Sign in by providing the required details and register for a Zendesk trial account. The trial period lasts for 14 days. If you wish to continue using Zendesk after the trial, you can subscribe to a suitable plan.

After registering, you will receive a verification email at your registered email address. To complete the process, click the **Verify Email** button or use the link provided to access your Zendesk account.

<figure><img src="/files/eiGlO1pOKJu0nHpPE1RY" alt=""><figcaption></figcaption></figure>

After clicking on the link, you will be landing on the home page of&#x20;

To login use your SSO ID and Password and click Sign-in.

<figure><img src="/files/kbDVMZSx79lrVRw1gDi7" alt="" width="563"><figcaption></figcaption></figure>

You will be redirected to the Two-Step Verification screen. A verification passcode will be sent to your registered email address. Enter the passcode, and upon successful verification, you will be navigated to the home screen.

<figure><img src="/files/IaJohk0yr8j8UvIVDuar" alt="" width="563"><figcaption></figcaption></figure>

Once Verified, you will be landing on the home screen of Zendesk.

<figure><img src="/files/Memrfvy2GrFSwbZWkmt1" alt=""><figcaption></figcaption></figure>

## Application (Client) ID, Tenant ID, Client Secret, Permissions & Authentication

On Zendesk console navigate to the menu Apps and Integrations - > API's -> OAuth Clients

Click on Add OAuth Client button to create a new OAuth.

<figure><img src="/files/nOzaSPJXWTYNo0ebuiDT" alt=""><figcaption></figcaption></figure>

Fill in all the necessary fields and click on save.

Here you will be able to generate the following Information:

| Input                 | Information                                                                                                                                                                                                                                                             |
| --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Name                  | This is shown to users when they're asked to grant access to your application, and when viewing the list of third-party apps that have access to their Zendesk.                                                                                                         |
| Description           | Give users a short description of your app that they'll see when asked to grant access to it.                                                                                                                                                                           |
| Identifier/ Client ID | This is the name of your client for use in code. Example: my\_new\_app. This identifier isn't shown to users. You can edit the initial suggestion, but it must be unique. Identifiers with a zdg-prefix are reserved for global OAuth clients.                          |
| Redirect URL          | Add the absolute URLs for redirecting users after they authorize access to your app. URLs must be absolute (not relative) and use HTTPS, unless they are for localhost or 127.0.0.1. List each URL on a new line. For example, <http://localhost> or <http://127.0.0.1> |
| Client Secret         | The secret is used by apps redirecting to your client. Save this secret as it's displayed in its entirety only once. You can regenerate a secret on the Edit page.                                                                                                      |

<figure><img src="/files/ihA8zjD11IoYcG55Gzvt" alt=""><figcaption></figcaption></figure>

### **Setup connection to Zendesk in iX Hello** <a href="#hlk56341408" id="hlk56341408"></a>

* Login to the iX Hello portal at <https://bots.ixhello.com>
* Click on the Studio Mode link at the top of the page:

<figure><img src="/files/c3RpdF51arR7Xd9ESZUA" alt=""><figcaption></figcaption></figure>

Browse to: **Integration** > **Connect System** as shown below. Click **Add New Connection**.

<figure><img src="/files/yHpex41kHqEmcWhCSysN" alt=""><figcaption></figcaption></figure>

From the dropdown list, select **Zendesk** and press **Next**

<figure><img src="/files/BAcSCJS4pEOEWzvNLPZz" alt=""><figcaption></figcaption></figure>

Fill out the Configuration screen, The table below explains each of the inputs shown on this screen.

| Input                      | Information                                                                                                                                                                                                                                    |
| -------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Service Instance Name      | You can give any value of your choice.                                                                                                                                                                                                         |
| Zendesk Account Subdomain  | Every individual whoever have created their account in Zendesk will have this unique URL which will be generated.                                                                                                                              |
| Client ID (Key)            | This is the name of your client for use in code. Example: my\_new\_app. This identifier isn't shown to users. You can edit the initial suggestion, but it must be unique. Identifiers with a zdg-prefix are reserved for global OAuth clients. |
| Client Secret (Key Secret) | The secret is used by apps redirecting to your client. Save this secret as it's displayed in its entirety only once. You can regenerate a secret on the Edit page.                                                                             |

Fill the required information and click on **Validate and Connect.** If the details are correct, the integration will be saved, and you will be redirected back to the integrations listing page.

<figure><img src="/files/0W6KXtgxYuRpJepJgeSZ" alt=""><figcaption></figcaption></figure>

Once clicked on the Validate and connect, you will be redirected to the sign in page.

<figure><img src="/files/5LP4sbKF6hAObMR6QZyd" alt="" width="563"><figcaption></figcaption></figure>

After entering your credentials and clicking **Sign in**, you will be redirected to the OAuth authorization screen. This step is required to connect an external application to your Zendesk account. By clicking **Allow**, you grant the application full access to your Zendesk account, including permission to read and write all data.

<figure><img src="/files/Kuc4K6xYR1Z7NLw3q6wA" alt=""><figcaption></figcaption></figure>

After you click **Allow**, the validation process completes and the connection to Zendesk is successfully established. You will then see a confirmation message indicating that the connection was successful.

<figure><img src="/files/I5u8s1JDxPPScdFa7uH5" alt=""><figcaption></figcaption></figure>

**Congratulations, you have successfully integrated Zendesk to iX Hello!**


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