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AurionAI

Zendesk

4 min readBy Emmanuel Yazbeck

Connect Zendesk as your customer service tool. The AI voice agent then finds your customers, creates their tickets and searches your Help Center articles in Zendesk.

Availability: AI Voice profile, when your organization uses a customer service tool. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • The page shows the Helpdesk Integration section. It appears when your organization chose a customer service tool during onboarding. The Helpdesk and AI Voice + Helpdesk profiles use the built-in AurionAI CS helpdesk instead.
  • Your Zendesk subdomain, for example northwind for northwind.zendesk.com.
  • The email address of a Zendesk agent or administrator.
  • A Zendesk API token. You create it in the Zendesk admin settings.

Connect Zendesk

  1. In the sidebar, select Configuration.
  2. Open the Integrations category and select Providers.
  3. In the Helpdesk Integration section, select Set up a helpdesk provider. If a tool is already connected, select Edit credentials on its card.
  4. In Provider, select Zendesk.
  5. In Domain, type your subdomain. The dialog shows the full address under the field.
  6. In Authentication Email, type the email address of the Zendesk agent or administrator.
  7. In API Key, paste the API token.
  8. Select Save.

The helpdesk dialog with the Zendesk fields.

AurionAI tests the connection when you save. The first time you save, AurionAI opens the field mapping. Read Map provider fields.

AurionAI saves the email address only together with an API token. To change the email address of a saved connection, type the email address and paste the API token again.

Ticket statuses in Zendesk

Zendesk does not let other tools set a ticket to On-hold. So the voice agent never puts a ticket on hold. A ticket that a Zendesk agent puts on hold shows as Pending in AurionAI. When AurionAI closes a ticket, it sets it to Solved.

Test the connection and create a test ticket

  • Select Test connection on the Helpdesk Provider card. The card shows Connection successful. or the reason of the failure.
  • Select Create a test ticket to create a real ticket in Zendesk. Delete it in Zendesk afterwards. This works only after a successful connection test.

Change or remove the connection

  • To replace the API token, select Rotate CS credentials. The helpdesk dialog opens. Type the email address, paste the new token and select Save.
  • To remove the connection, select Remove integration and confirm. This deletes the connection, the field mappings and the connection data. You cannot undo this.

To copy your Zendesk contacts into AurionAI, read Contacts from your CS tool.

Result

The card shows Zendesk and Connected. Calls that start after you save use the new settings.

If something goes wrong

  • Invalid credentials. Check your API key. Zendesk refused the email address or the API token. Check that the token is active and that the email address belongs to an agent or an administrator.
  • Cannot reach the provider. Check the domain and network. AurionAI cannot reach the address. Check the subdomain.
  • Account not found. Check the domain. The subdomain is wrong. Correct it and save.
  • The provider refused access. Check the permissions of the agent or token. The account lacks access to the API.
  • Too many requests to the provider. Wait a minute, then test again. Zendesk's rate limit is reached. Wait a minute and test again.
  • Connection failed. Review diagnostics. Read the Diagnostics box on the card.
  • Save stays inactive. Type the subdomain and the email address. If you changed the email address, paste the API token too.
  • Failed to save integration settings, with a message that Zendesk requires an email. You pasted a new API token but left the email address empty. Type the email address too.
  • Failed to save integration settings, with a message that you must enter the credentials again. You changed the subdomain. Type the email address and paste the API token again, then save.
  • Ticket test failed, with a message that the connection is not verified. Correct the subdomain and the credentials, save, and test the connection. Then create the test ticket.
  • A ticket that should be on hold shows as Pending. This is expected. Read Ticket statuses in Zendesk.

Still stuck? Submit a request or .