Create a Custom App

Prerequisites:

The following shows the general steps/activities that will be carried out in setting up this integration. Note: It is advisable to use same E-Mail for signup across the 3 channels below. Step 1 -3 below are compulsory.

1. Sign up for Zendesk account (Part of pre-requisites)

2. Sign up for iX Hello platform (Part of pre-requisites)

3. Create a custom app in iX Hello.

4. Publish the app

5. Test the Amazon Lex app.

Let's Create a Custom App:

1. Fill following details in the Add Custom window and click ‘Save’.

   1. Name: Zendesk Assistant

   2. Custom Skill Type: Search

   3. Set this app as the Gen AI-App

   4. Click Save

Create Data Source:

In the top menu tabs, select “Data Sources” then “Create New Data Source”. Provide the following details:

DataSource 1: Gen AI

Name: GenAIZendeskAssitant-DS

Integration Configuration: Gen AI

Click: Save

DataSource 2: Zendesk

Name: ZendeskAssit-DS

Integration Configuration: Gen AI

Click: Save

Create Methods to fetch the data from Zendesk

1. Next step is to create Methods. Methods allows you to fetch data from Zendesk. The Zendesk supported custom queries can be used to define the data to be fetched from the linked Zendesk account.

2. iX Hello platform currently supports following Zendesk methods:

   1. AssignTicketToGroup

   2. DeleteTicket

   3. GetPendingTickets

   4. GetSolvedTickets

   5. GetGroups

   6. GetOpenTickets

   7. GetTicketById

   8. GetTicketsByUser

   9. GetNewTickets

   10. GetTicketsByType

   11. GetTicketsByPriority

   12. GetClosedTickets

   13. AssignTicketToUser

   14. CreateTicket

   15. GetAllTickets

   16. UpdateTicket

3. For this document, we’ll create only few methods. Users can refer to the appendix to explore all other supported methods.

Method 1: createNewTicketMethod

This method requires three parameters. Please review the information below.

Parameters:

Subject	{{Subject}}
TicketDescription	Issue with Laptop
ItemData	{"Type": "{{Type}}", "Priority":"{{Priority}}", "Status": "{{Status}}"}

Other than these parameters, provide following standard inputs:

Method Name	You can give any name. This name will be displayed in the methods list. createNewTicketMethod
Request Type	Create Ticket This is the method that you are using
Parameters	As explained in the previous table
Result Type	Records (Auto Selected) It indicates that the method can return one or more records
Record JsonPath	Each method returns data in Json format and to pick any specific information from the json, we need to specify the Record JsonPath so iX Hello platform will pick that data in consideration while displaying results. Example: $ This selects all the records that is returned.
Empty Result Template	When the method does not return any data, this response will be generated. So, we can specify something like: {{Records}}
Valid Result Template	{{Records}}

Sample Response:

Method 2: getAllTicketsMethod

Method Name	You can give any name. This name will be displayed in the methods list. getAllTicketsMethod
Request Type	GetALLTickets This is the method that you are using
Parameters	No Parameter
Result Type	ListOfRecords (Auto Selected) It indicates that the method can return one or more records
Record Limit	Numeric value (e.g. 10) If Method is returning larger number of records, then you can limit this result by providing this value.
Record JsonPath	Each method returns data in Json format and to pick any specific information from the json, we need to specify the Record JsonPath so iX Hello platform will pick that data in consideration while displaying results. Example: $.[*] This selects all the records that is returned.
Empty Result Template	Sorry... No Record found
Valid Result Template	{{Records}}
Record Template	ID: {{id}}, Subject:{{subject}}, Description: {{description}}, Type: {{type}}, Priority:{{priority}}, Status: {{status}}

Sample Response:

Method 3: updateTicketMethod

This method requires three parameters. Please review the information below.

Parameters:

ID	{{TicketId}}
ItemData	{"Type": "{{Type}}", "Priority":"{{Priority}}", "Status": "{{Status}}"}

Other than these parameters, provide following standard inputs:

Method Name	You can give any name. This name will be displayed in the methods list. updateTicketMethod
Request Type	Update Ticket This is the method that you are using
Parameters	No Parameter
Result Type	Records (Auto Selected) It indicates that the method can return one or more records
Record JsonPath	Each method returns data in Json format and to pick any specific information from the json, we need to specify the Record JsonPath so iX Hello platform will pick that data in consideration while displaying results. Example: $.[*] This selects all the records that is returned.
Empty Result Template	{{Records}}
Valid Result Template	{{Records}}

Sample Response

Method 4: getClosedStatusTicketsMethod

Method Name	You can give any name. This name will be displayed in the methods list. getClosedStatusTicketsMethod
Request Type	GetClosedTickets This is the method that you are using
Parameters	No Parameter
Result Type	ListOfRecords (Auto Selected) It indicates that the method can return one or more records
Record Limit	Numeric value (e.g. 10) If Method is returning larger number of records, then you can limit this result by providing this value.
Record JsonPath	Each method returns data in Json format and to pick any specific information from the json, we need to specify the Record JsonPath so iX Hello platform will pick that data in consideration while displaying results. Example: $.[*] This selects all the records that is returned.
Empty Result Template	Sorry... No Record found
Valid Result Template	{{Records}}
Record Template	ID:{{id}}, Subject:{{subject}}, Description:{{description}}, Type:{{type}}, Priority:{{priority}}, Status:{{status}}

Sample Response

Method 5: getPendingStatusTicketsMethods

Method Name	You can give any name. This name will be displayed in the methods list. getPendingStatusTicketsMethods
Request Type	GetPendingTickets This is the method that you are using
Parameters	No Parameter
Result Type	ListOfRecords (Auto Selected) It indicates that the method can return one or more records
Record Limit	Numeric value (e.g. 10) If Method is returning larger number of records, then you can limit this result by providing this value.
Record JsonPath	Each method returns data in Json format and to pick any specific information from the json, we need to specify the Record JsonPath so iX Hello platform will pick that data in consideration while displaying results. Example: $.[*] This selects all the records that is returned.
Empty Result Template	Sorry... No Record found
Valid Result Template	{{Records}}
Record Template	ID:{{id}}, Subject:{{subject}}, Description:{{description}}, Type:{{type}}, Priority:{{priority}}, Status:{{status}}

Sample Response

Method 6: getOpenStatusTicketsMethod

Method Name	You can give any name. This name will be displayed in the methods list. getOpenStatusTicketsMethod
Request Type	GetOpenTickets This is the method that you are using
Parameters	No Parameter
Result Type	ListOfRecords (Auto Selected) It indicates that the method can return one or more records
Record Limit	Numeric value (e.g. 10) If Method is returning larger number of records, then you can limit this result by providing this value.
Record JsonPath	Each method returns data in Json format and to pick any specific information from the json, we need to specify the Record JsonPath so iX Hello platform will pick that data in consideration while displaying results. Example: $.[*] This selects all the records that is returned.
Empty Result Template	Sorry... No Record found
Valid Result Template	{{Records}}
Record Template	ID:{{id}}, Subject:{{subject}}, Description:{{description}}, Type:{{type}}, Priority:{{priority}}, Status:{{status}}

Sample Response

Method 7: Gen AI

• Name: Chat Completion RAG

• Request Type: chatcompletion-rag

• Parameters

  • Model: Select your preferred Generative AI model (e.g., Azure gpt-4o).

  • System Message: Provide instructions for the bot’s behavior:

  • This is a sample prompt/system message, this can be configured as per the use case need.

I am a concise and focused assistant, providing accurate information based solely on the provided Zendesk integrated methods. I aim to deliver clear and relevant answers to your queries from the Zendesk integrated methods.

• UserQuestion: {{UserInput}}

• Streaming: False

• SessionTime: 10

• OrganizationID: {{Context.OrganizationID}}

• EmployeeID: {{Context.OrganizationID}}

Configure Method Output:

• Result Type: ListofRecords

• Record Limit: 10

• Configure Method Result:

  • Record JsonPath: $.choices[0].message

  • Valid Result Template: {{Records}}

  • Record Template: {{content}}

  • Empty Result Template: "Is there anything else I can assist you with?"

• Uncheck: Automatically prompt for next question

• Save & Test

  • Click Save & Test. This will initiate a test API call.

Sample Response

Create New Intent

1. Click Create New Intent.

2. Enter Intent Details as Follows:

Name	CreateNewTicketIntent
Intent Type	Search
Intent Action	Execute Method
Data Source	ZendeskAssist-DS
Data Source Method	CreateNewTicketMethod
Dialog Delegation Strategy	Fallback To Skill
Action	Save the intent configuration

Similarly Create the Intents for rest of the Methods created:

• getAllTicketsMethod - getAllTicketsDetailsIntent

• updateTicketMethod - UpdateTicketIntent

• getClosedStatusTicketsMethod - getClosedStatusTicketsIntent

• getPendingStatusTicketsMethods - getPendingStatusTicketsIntent

• getOpenStatusTicketsMethod - getOpenStatusTicketsIntent

• GenAIZendeskAssist-DS - chatIntent

Slot Creation

Slot Creation Steps for Generative AI and ZendDesk

Slot: CreateNewTicketIntent

Parameter 1: Subject

Parameter 2 : Description

Parameter 3: Type

Parameter 4: Priority

Parameter 5: Status

Name	Subject	Description	Type	Priority	Status
Description	Subject	Description	Type	Priority	Status
Slot Order (Sequence Number)	0	1	2	3	4
Reprompt Message	(Its a message that the use will be asked when the slot can not be retrieved in an utterance) Please provide ticket subject	Please provide ticket description	Please provide ticket Type	Please provide ticket Priority	Please provide ticket Status
Type	Text	Text	Text	Text	Text
Custom App	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df
Intent	CreateNewTicketIntent	CreateNewTicketIntent	CreateNewTicketIntent	CreateNewTicketIntent	CreateNewTicketIntent
Enable	Is Required	Is Required	Is Required	Is Required	Is Required
Action	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration

Create rest of the slots as per the parameters suggested.

Utterance

1. Navigate to Utterances

• In your Custom App, go to the Utterances tab.

Create New Utterance: Enter Intent Details as Follows:

Value	create new ticket	get all tickets details	get closed status tickets	get open status tickets	get pending status tickets	update ticket
Custom App	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df
Intent	CreateNewTicketIntent	getAllTicketsDetailsIntent	getClosedStatusTicketsIntent	getOpenStatusTicketsIntent	getPendingStatusTicketsIntent	UpdateTicketIntent
Action	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration

Create rest of the Utterances as per the Intents created.

Input Configuration

1. For Generative AI Intent

• Navigate to Input Configuration

• In your Custom App, go to the Input Configuration tab.

Name	CreateNewTicketInput	getAllTicketsDetailsInput	getClosedStatusTicketsInput	getOpenStatusTicketsInput	getPendingStatusTicketsInput	UpdateTicketInput
Custom Skill	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df	Zendesk Assistant_d9ca9e96-4410-472b-9769-8a94c58067df
Custom Intent	CreateNewTicketIntent	getAllTicketsDetailsIntent	getClosedStatusTicketsIntent	getOpenStatusTicketsInput	getPendingStatusTicketsIntent	UpdateTicketIntent
Description	CreateNewTicketInput	get all tickets details input	getClosedStatusTicketsInput	get open status tickets input	getPendingStatusTicketsInput	UpdateTicketInput
Data Source	ZendeskAssist-DS	ZendeskAssist-DS	ZendeskAssist-DS	ZendeskAssist-DS	ZendeskAssist-DS	ZendeskAssist-DS
Data Source Method	CreateNewTicketMethod	get all ticketsMethod	getClosedStatusTicketsMethod	getOpenStatusTicketsMethod	getPendingStatusTicketsMethod	UpdateTicketMethod
Enable Gen AI Toggle Button	Yes	Yes	Yes	Yes	Yes	Yes
Action	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration

Input Parameter Configuration

These parameters are created if and only if the method parameter exists to each methods created.

Input Parameter Creation for: CreateNewTicketInput

Search Parameter Name	Subject	Description	Type	Priority	Status
Data Type	Text	Text	Text	Text	Text
Description	Subject	Description	Type	Priority	Status
Method Parameter	Subject	Description	Type	Priority	Status
Action	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration	Save the intent configuration

Test the App

Click on the three dots under "Action." A dropdown menu will appear; select the "Test" option to test the application.

Click the "Test" option to access the chat widget. Here, you'll see the bot's name and a welcome message, allowing you to start your conversation with the bot.

Congratulations! You have successfully completed building a custom app using Zendesk.