We have a new native integration to connect Zendesk with Botmaker. To do this, you will need to:

• From Botmaker, connect Zendesk to be able to obtain and grant permissions.
• The connection/integration must also be performed from the Zendesk platform. That is, to perform the integration, we must have an active Zendesk account and have logged into that platform.

Connecting Zendesk in Botmaker

For this connection, you have to go to “Channels and integrations” > “CRM platforms” > “Zendesk”https://go.botmaker.com/#/integrations/crms/zendesk

The following screen will appear:

We enter the Zendesk Subdomain to be able to perform the synchronization. Once the Create Connection button is pressed, the following screen will appear:

Enable the permission that gives access and provides permissions to Botmaker to be able to perform the connection by clicking the “Allow” button.

Connect “Botmaker Chat” in the Zendesk app

Once you log into your Zendesk account, go to the “Admin center,” which is located in the menu on the right, the 4 squares next to the profile picture. You can do this using the following link/ url, you just have to replace “subdomain” with your account name, https://{subdomain}.zendesk.com/admin/home. You will see a screen similar to this one below:

The next step is to enter the “Apps and integrations” button located in the lower right margin of your screen and click on “Zendesk Support Apps.” Also, you can do this using the following link/ url, you just have to replace “subdomain” with your account name, https://{subdomain}.zendesk.com/admin/apps-integrations/apps/support-apps. You should see a screen like this:

Once on the “My Applications” screen, select the “Upload private app” button and, within the “App name” text box, type Botmaker Chat literally, respecting uppercase, lowercase, and spaces. Then you must upload the ZIP file with the package that will be installed to finalize the systems integration. The file is located athttps://storage.googleapis.com/m-infra.appspot.com/public/botmaker/integrations/zendesk/botmaker_zendesk_chat_v1.4.zip

Upon pressing upload, you will see a warning screen; this is because the package is in the validation process. Later, we will be able to select it directly from the Marketplace. Click “upload” again.

Once the application is uploaded, you will see this screen:

At the end of the screen, you will see an install button as shown below:

Upon finishing the installation, you will be able to verify that in the “Apps and integrations/ Apps” screen of Zendesk Support, “Botmaker Chat” is present, as can be seen below:

Verifying the installation and logging into Botmaker from Zendesk

To verify the correct connection, go to the Zendesk main page. There you will be able to see the Botmaker Chat app icon, which is located in the left margin.

Upon pressing it, we will see a message indicating that the installation is being verified, as seen in the image below:

The message “Verifying Zendesk installation…” should only last a few seconds. Otherwise, you must verify that when installing the app you respected its name “Botmaker Chat” (step 1) and that when creating the OAuth credentials the client name is “Botmaker Integration” (step 2). In the correct case, you will see the welcome screen as seen below:

Now it is only necessary to log in with the Botmaker account within Zendesk.

Points to keep in mind.

• Agent emails must be identical on both platforms, Botmaker and Zendesk. In Botmaker, the agent role must be configured as agent; that way, in Zendesk, they will have the correct view.
• Agent emails created from the integration, meaning from Zendesk, can only log into Botmaker through the integration, that is, from Zendesk through the Botmaker Chat app.
• Tickets are created according to the bot configuration. When configuring the flow in Botmaker, you have to use the “Create external CRM object,” “Enable CRM integration,” and “Disable CRM integration” actions. Also, “Search External CRM Object” and “Update External CRM Object” are available.
• According to the experience/ conversational flow desired by the client, the bot can be muted when the ticket is created and unmuted when the ticket is closed.
• If you need to create a new ticket, you will have to delete the ${currentTicket} variable.
• Only standardized events are shown.
• In the image below, you can see the agent's ticket/ conversation view from Zendesk:

Remember to visit our Help Center for further information.