Configuring the Zendesk Action

The XO Platform lets you easily connect with your Zendesk instance to create, view, update, search, and delete tickets using the pre-built templates. Learn more about Zendesk.

This article explains how to authorize and enable the Zendesk action and install the pre-built templates.

Authorizations Supported

The Kore.ai XO Platform allows you to integrate with Zendesk using basic authorization. For more information, see Bot Authorization Overview.

The Kore.ai XO Platform supports the following authorization types for the Zendesk integration:

• Pre-Authorize the Integration – To make the integration process smoother for developers and customers, you can pre-authorize it by providing the necessary authorization credentials to obtain the access token.
• Allow Users to Authorize the Integration – This method requires the end user to provide credentials during the conversation for authorization. This authorization process involves requesting permission for Kore.ai’s Zendesk app to access an access token at runtime. To learn more about Zendesk account types, see Zendesk documentation.

Authorization Type	Basic OAuth
Pre-authorize the Integration	Yes
Allow Users to Authorize the Integration	Yes

Step 1: Enable the Zendesk Action

Prerequisites:

Before enabling the Zendesk action, complete the following prerequisites:

• If you already have Zendesk account credentials, then enter it. Otherwise, create a developer account in Zendesk and note down login credentials. Use the Zendesk Developer Documentation for more information.
• Copy the User sub domain, username/email, password, and API token of your Zendesk account and keep them ready to enable the integration.

Steps to enable the Zendesk action:

1. Go to App Settings > Integrations > Actions.
2. Select the Zendesk action.

Pre-authorize the Integration

Basic OAuth

You can authorize the integration using your credentials. The developer authorization lets you authorize the integration with the preconfigured Kore.ai app with the Basic OAuth option.

Steps to authorize a Zendesk action using developer credentials:

1. Go to App Settings > Integrations > Actions.
2. Select the Zendesk action in the Available region.
3. In the Configurations dialog, select the Authorization tab

4. Enter the following details:

   1. Authorization Type – Select the Pre-authorize the Integration option, and then select the Basic Auth option.
      

   2. User Sub Domain – The instance name of the Zendesk account.

   3. Username or Email – The username or email of the Zendesk account.

      Note

      You must enter /token after the email address to authenticate the Zendesk account. For example, john@example.com/token.

   4. API Token – The password token of the Zendesk account.
      

   5. Click Save. When you configure the action for the first time, the Integration Successful pop-up is displayed.
      

      Note

      The Zendesk action is moved from Available to Configured region.

   6. You can also click the Skip for Now button to install the Dialog Task templates later. To learn how to use action templates, read the Using the Zendesk action templates article.
      

Allow End User to Authorize

You can authorize the integration at a user level with their login credentials. The user authorization process involves requesting permission for Kore.ai’s Zendesk app to access an access token at runtime. You can also use the basic auth profile to let a user configure the integration at runtime.

Steps to authorize a Zendesk action at a user level:

1. Go to App Settings > Integrations > Actions..
2. Select the Zendesk action in the Available Actions region.
3. In the Configurations dialog, select the Authorization tab.

4. Enter the following details:

   1. Select the type of authorization mechanism. For example, select the Basic Auth option. To create Basic Auth profiles, see Bot Authorization Overview .

   2. Create your authorization profile to obtain an access token and use it to complete integration without using Kore.ai’s Zendesk app for authorization.

      1. Click the Select Authorization drop-down and select the Create New option
         

      2. Authorization Type – Select the Allow Users to Authorize the Integration option, and then select the Basic Auth option.

      3. Enter the following authentication credentials for the Basic Auth mechanism:

         • Name – Enter the name for the Basic Auth profile.
         • Select the option – Yes, some tasks will have tenancy URLs and the user will need to provide that to successfully authenticate.
         • Base URL – Enter the base tenant URL for Zendesk instance.
         • Authorization Check URL – Enter the authorization check URL for your Zendesk instance.
         • Description – Enter the description of the basic authentication profile.
           

      4. Click Save Auth to save authorization profile.

   3. Select the new Authorization Profile which you created to complete integration.

5. Click Save. When you configure the action for the first time, the Integration Successful pop-up is displayed.

Step 2: Install the Zendesk Action Templates

Once you have configured a Zendesk integration, you can explore and install action templates.

Steps to install action templates:

1. On the Integration Successful dialog, click the Explore Templates button to view the templates.
   

2. In the Integration Templates dialog, click the Install button to begin the installation.
   

3. Once the template is installed, click the Go to Dialog button to view the dialog task.

4. Once all templates are installed, a dialog task for each template is auto-created.
   

5. You can also select the desired dialog task from the templates and click Proceed. For example, select the Create a Ticket task.
   

6. Once you click Proceed, the dialog task is auto-created and the canvas opens with all required entity nodes, service nodes, and message scripts.