Integrate BotPenguin with Zendesk CRM

What is Zendesk Integration with BotPenguin?

BotPenguin integrates with Zendesk to enhance customer support and improve ticket management. By combining BotPenguin’s AI-driven chatbot with Zendesk’s customer service and helpdesk platform, businesses can automatically respond to customer queries, create and assign tickets, and track customer interactions in real-time. This integration helps streamline workflows, reduce response times, and ensure customer issues are resolved efficiently.

Benefits of BotPenguin Integration with Zendesk

• Automated Customer Support: Instantly provide responses to common inquiries, reducing response times and enhancing customer satisfaction.

• Efficient Ticket Creation: Automatically generate support tickets based on chatbot interactions, ensuring no issue is overlooked.

• Seamless Handover to Agents: Ensure smooth transitions from chatbot to live agents for complex queries, minimizing customer effort.

• 24/7 Availability: Offer continuous support through BotPenguin, ensuring customers get assistance at any time, day or night.

Steps to Connect BotPenguin with Zendesk

The following are the steps for the integration:

Section 1 of 5: BotPenguin Setup:

1. Login to your BotPenguin account. Now, select and click the bot you want to integrate with Zendesk CRM. Click on the ‘Third Party App Integration’ tab.

1. Now find Zendesk CRM by:-

• Either by scrolling down the list or,

• by typing ‘Zendesk’ in the Search Box with the placeholder “Search Integration By Name”

1. Now click on the ‘Connect’ Button. Click on connect again on the inetrgation description screen.

2. The Zendesk integration configuration page will open, where the user will be asked to enter the following details:

• API Token

• Email Address

• API URL

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

1. Log-in to your Zendesk Dashboard.

2. Click on ‘Admin’ tab on the left side of the Zendesk dashboard, you will find your API URL on the top-right corner. Now click on ‘Go to Admin Center’ to get your API Token.

1. Go to Apps and Integrations>Zendesk API. If you don’t have an Active API Token list, click ‘Add API Token’ to create one.

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

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

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

1. Enter Zendesk API Token, API URL and Email Address registered with Zendesk, and click the ‘Connect’ button to complete integration of BotPenguin with Zendesk.

1. If you have entered all the details correctly, you will see a notification that says, “Integrated Successfully”.

Step 4 of 5: Set up Mapping Parameters

Now that the connection between BotPenguin and Zendesk CRM is established, you need to map parameters (fields) from Zendesk to the user responses in your BotPenguin chat flow.

Once you’ve connected BotPenguin with Zendesk, the next step is to map parameters. Mapping ensures that user responses in your bot are correctly transferred to the appropriate fields in Zendesk.

A. Choose Trigger Type

There are two trigger types for Zendesk integration. Select the one that suits your use case:

1. Lead-based Trigger

   • Triggered when a user adds their details as a lead.

   • You do not need to add any Zendesk component in the chat flow.

   • Responses will automatically map to Zendesk fields once flow completes.

2. Chat Flow-based Trigger

   • Triggered within the conversation flow.

   • You must add the Zendesk component to your chat flow.

   • The Zendesk component has two options:

     • Add → Creates a new record in Zendesk with mapped attributes.

     • Update → Updates an existing Zendesk record with the latest responses.

   • You can place the component at:

     • The end of your flow (after all questions).

     • Or at any point in the flow. At that point, all attributes answered so far will be added/updated in Zendesk.

B. Map Questions to Zendesk fields

• From the list of All bot questions/components, select the question you want to map.

• Example:

  • Bot Question: “Please provide your name?”

  • Mapped Field in Zendesk: Name

• Repeat this for all required bot questions/components so that every response maps correctly to Zendesk fields.

C. Points to Note

• All questions/components are auto-fetched from your bot chat flow.

• Ensure your chat flow is configured before starting the mapping.

• For chat flow triggers, confirm that the Zendesk component (Add/Update) is placed in the right position.

Section 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.

FAQ's:

If everything is correct and you are still unable to move forward, write to us at [email protected]. We will respond back within 48 business hours.