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:

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/

1. An iX Hello Account

For steps to create an account, follow the steps here

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” button.

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.

After clicking on the link, you will be landing on the home page of

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

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.

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

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.

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.

Setup connection to Zendesk in iX Hello

• Login to the iX Hello portal at https://bots.ixhello.com

• Click on the Studio Mode link at the top of the page:

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

From the dropdown list, select Zendesk and press Next

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.

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

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.

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.

Congratulations, you have successfully integrated Zendesk to iX Hello!