Integrate BotPenguin with Zendesk CRM

This page contains the stepwise tutorial for the integration with BotPenguin

Step 1 of 5: Login to BotPenguin Account and Select Application to Integrate

a. Login to your BotPenguin account. Now, select and click the Bot you want to integrate

with Zendesk CRM. Click on the โ€˜Integrate tab.โ€™

b. The Integrate Window Will Open up. Select the โ€˜All Integrationsโ€™ Tab.

c. A list of all native integrations for BotPenguin will be available in this window.

d. Now find Zendesk CRM by:-

  • Either by scrolling down the list or,

  • by typing โ€˜Zendeskโ€™ in the Search Box with the placeholder โ€œSearch Integration By Nameโ€

e. Now Click On The โ€˜Connectโ€™ Button As Shown

f. An Interface, as shown below, will open up. Here, you will be asked to enter

  • APi Token

  • Email Address

  • APi URL

that you will get by login to your Zendesk account.

Step 2 of 5: Find your Authorization Key/Token in App Account

API URL on the top-right corner. Now click on โ€˜Go to Admin Centerโ€™ to get your API Token.

b. Go to Apps and Integrations>Zendesk API. If you donโ€™t have an Active API Token list,

click โ€˜Add API Tokenโ€™ to create one.

c. Add a Label to your API Token and copy the code

d. Save your API Token and it will be listed in the Active API Token list

Step 3 of 5: Enter Authorization Details and establish connection with your App

a. Enter Zendesk API Token, API URL and Email Address registered with Zendesk, and

click the โ€˜Connectโ€™ Button to complete integration of BotPenguin with Zendesk.

b. If you have entered all the details correctly, you will see a notification that says,

โ€œIntegrated Successfully.โ€

Step 4 of 5: Set up Mapping Parameters

a. Now, as connection of the BotPenguin and Zendesk is established, you need

to map parameters (fields) of Zendesk to the user response of the BotPenguin question.

You can use the +Add Parameters button to add more fields.

For example, you select a question from All bot questions/components: Please provide your name?

Then, you map it with the parameter -Name

As a result, this mapping will enable integration to send the user's response from

BotPenguin to the Zendeskโ€™s Name field in the leads. Similarly, in order for integration to work properly, you will require to map all other questions/ components of your Bot to Zendesk fields.

Please note that these queries/questions options will be auto fetched from your bot chat flow, So, make sure you configure your chat flow first.

b. If you have entered all the details correctly, you will see a notification that says,

โ€œMapping successfully.

c. Also, your Zendesk CRM integration will show the message Installed in the Integration

List.

Step 5 of 5: Test your Integration Set up with Data

Once you have established a connection between BotPenguin and Zendesk, and the mapping is complete, you are ready to go for your first test lead. You can test your integration setup by creating a dummy lead on the bot. This lead should appear in your BotPenguin dashboard as well as in the Zendesk you have integrated.

Still Not Working, Letโ€™s Troubleshoot!

If you are not getting dummy lead from your Bot to Zendesk, it may be due to the multiple reasons:

  • Wrong Authorization Details added- You will be required to check and see if all the authorization credentials such as API Token, API key, and/or URL has been entered correctly.

  • Wrong Mapping Set up - Your mapping with BotPenguin Question and App parameter is either incorrect or you havenโ€™t added any mandatory parameter.

  • Free plan- You are not subscribed to the paid plan on BotPenguin as integration works only in paid plan.

If everything is correct and you are still unable to move forward, write to us at contact@botpenguin.com. We will respond back within 48 business hours.

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