Zendesk
The Zendesk integration lets agents create, read, update and list support tickets in Zendesk Support.
Connect
You need your Zendesk subdomain: for yourcompany.zendesk.com, it is yourcompany.
- Open your project and go to Tools → Add tool → From template.
- Find Zendesk Support and select it.
- Enter your subdomain, then click Connect with Zendesk.
- Sign in to Zendesk and click Allow.
- Back in the VoisX console, select the actions you want to enable and click Install integration.
VoisX requests the read and write scopes. Tickets the agent creates or updates show the connected Zendesk user as the author, so connect with a dedicated agent account.
Actions
| Action | What it does |
|---|---|
| Create Ticket | Opens a ticket |
| Get Ticket | Reads a ticket by its ID |
| Update Ticket | Updates a ticket, for example its status or priority |
| List Tickets | Lists recent tickets |
Example: open a ticket from a call
If you cannot solve the caller's problem:
1. Summarise the issue in two or three sentences.
2. Use Create Ticket with that summary, the caller's name and email.
3. Read the ticket number back to the caller and tell them the support team will reply by email.
Troubleshooting
The connection fails
Check that you entered only the subdomain (yourcompany), not the full URL.
403 Forbidden
The connected Zendesk user is not an agent or admin, or cannot access that ticket's group. Connect with an agent account.
Was this page helpful?