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Zendesk Support Guide

Sync Zendesk tickets with your Customer Data Hub to empower our Support AI Agents with historical context.

Prerequisites​

  1. A Zendesk account (Professional or higher recommended).
  2. An API Token or OAuth2 client in Zendesk Admin Center.
  3. Your Zendesk subdomain (e.g., your-subdomain.zendesk.com).

Setup Steps​

1. Enable Zendesk Integration​

  • Navigate to Connectors > Support.
  • Select Zendesk.
  • Enter your Subdomain and Email Address.

2. Authentication Methods​

You can choose either:

  • API Token: Use username/token:your-token as the password.
  • OAuth2 (Recommended): Click Authorize with Zendesk to authenticate via SSO.

3. Sync Options​

  • Tickets: Sync recent support tickets for sentiment and topic analysis.
  • Macros: Sync macros to train our AI Agents on your support SOPs.
  • Users: Link Zendesk users with your platform-wide CRM contacts.

4. Real-time Webhooks​

To receive ticket updates in real-time, configure an external target in Zendesk:

  1. In Zendesk: Admin Center > Apps and integrations > Webhooks.
  2. Create a target pointing to: https://api.bizoholic.com/api/webhooks/zendesk/[tenant_id]
  3. Select POST with JSON format.

AI Agent Integration​

Once synced, your Support Agent (BizBot) will:

  • Summarize complex tickets before developer handoff.
  • Suggest responses based on historical data and linked KMS.
  • Flag high-priority tickets based on sentiment analysis.