> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/bots/website-mobile-app-bot/3rd-party-integrations/botpenguin-integrations/integrate-botpenguin-with-zendesk-crm.md).

# Integrate BotPenguin with Zendesk CRM

This section contains essential information and usage guidelines for managing Zendesk Integration with a Website bot inside BotPenguin.

{% embed url="<https://youtu.be/n_OF6nYW5_w?feature=shared>" %}

***

### What is Zendesk Integration?

Zendesk Integration is a third-party connection inside BotPenguin that automatically pushes chatbot conversation data to Zendesk as support tickets. The moment a user finishes a chat flow, their details — name, email, and any other captured information — get stored as a ticket in Zendesk without any manual effort.

***

### When Should You Use This?

* You want to automatically send chatbot leads to Zendesk as support tickets the moment a user completes a conversation.
* You need your support team to follow up on chatbot inquiries without switching between tools.
* You are trying to centralize all customer data captured by your website bot into one ticketing system.

***

### Expected Outcome

After setting this up:

* Every user who completes the chatbot flow will appear as a new ticket in Zendesk.
* The support team will receive lead details (name, email, phone, etc.) automatically.
* You will no longer need to manually transfer leads to Zendesk.

***

### How to Use Zendesk Integration

> ⚠️ **Prerequisites:** An active Zendesk account, and a chat flow for the bot in BotPenguin that collects the user details you want to send (e.g. name, email, phone).

***

#### Part A: Set Up Your Chat Flow in BotPenguin

1. From the left sidebar, click **Chatbot → Chat Flows**. Select the flow you want to connect to Zendesk and choose your website bot from the dropdown.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FpmgtONWY7yyuzw16N12x%2Fimage.png?alt=media&amp;token=f2ed7d8c-d830-47c9-a904-42843f4636a9" alt=""><figcaption></figcaption></figure>

2. Enable the **Default Flow** and **Revisit Flow** toggles for the selected flow so it activates when a user lands on your bot.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FlsX2ueG8NxfG7BPnhSeV%2Fimage.png?alt=media&amp;token=2c06fe72-4d67-4655-b91f-484a7193be35" alt=""><figcaption></figcaption></figure>

3. Ensure the flow contains questions that capture user details (e.g. name, email, phone number).

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FYbHQqxctr9PjbfLGXFng%2Fimage.png?alt=media&amp;token=e4efa532-eca9-4270-aefd-b96a85be1fe3" alt=""><figcaption></figcaption></figure>

***

#### Part B: Connect Zendesk in BotPenguin

4. From the left sidebar under **Chatbot**, click **Third Party Integration**.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FGJMXwwCw322X5FCB6peF%2Fimage.png?alt=media&amp;token=83e48468-4289-489d-b607-ad115fccb50f" alt=""><figcaption></figcaption></figure>

5. In the search bar, type **Zendesk** and click **Connect** next to the result.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FRKkFWEGZEv8Rpekai24c%2Fimage.png?alt=media&amp;token=d8962177-0979-46b4-b9d0-10881c0d2b07" alt=""><figcaption></figcaption></figure>

6. On the Zendesk integration detail page, click **Connect** to begin the setup.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2Fqmfy1ktL9sfCnknPJLw9%2Fimage.png?alt=media&amp;token=83472625-e66f-40c9-9191-97b3dbc80874" alt=""><figcaption></figcaption></figure>

***

#### Part C: Generate Your API Token in Zendesk

7. Log in to your Zendesk account.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F4ED1MYHMejIFWmnSY9EG%2Fimage.png?alt=media&amp;token=a21157ad-ef40-4815-92fa-6abd45f87a93" alt=""><figcaption></figcaption></figure>

8. Click the **Support** dropdown at the top left and select **Admin Center**.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F9a9GVQ606fi4DLYBxno1%2Fimage.png?alt=media&amp;token=1231aff1-7245-4a2b-88f0-8d0c748408ca" alt=""><figcaption></figcaption></figure>

9. In Admin Center, navigate to **Apps and Integrations → APIs → API Tokens**. If you see an **"API token access is off"** warning, click **View token access configuration**.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FvrGcglXZgolP3wu8P1un%2Fimage.png?alt=media&amp;token=89813ecb-6835-4174-a490-018a6148cc69" alt=""><figcaption></figcaption></figure>

10. On the **API Configuration** page, check the **Allow API token access** checkbox and click **Save**.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F77aY3ABQ2KXGr1uy9Wcs%2Fimage.png?alt=media&amp;token=60f2f961-8848-4969-b778-edd649816204" alt=""><figcaption></figcaption></figure>

11. Go back to **API Tokens** and click **Add API Token**. Enter a description (e.g. "BotPenguin Integration") and click **Save**.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FJMAyRnnZZOomEuc0aqsp%2Fimage.png?alt=media&amp;token=8d5aa568-d8d0-4809-b60f-03628c0c35c9" alt=""><figcaption></figcaption></figure>

12. The token will be generated. Click **Copy** to copy it immediately.

> ⚠️ **Important:** Copy and store this token as soon as it is generated. Zendesk will not display it again after you leave this page.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FMChcDf0AvmpbbWPVwGk3%2Fimage.png?alt=media&amp;token=51797ad7-1cde-4c1c-a072-36e71a2646e5" alt=""><figcaption></figcaption></figure>

***

#### Part D: Map Fields and Save in BotPenguin

13. Back on the Zendesk integration page in BotPenguin, map your chatbot questions to Zendesk parameters using the **Question** mapping fields. Click **+ Add Parameters** to map additional fields.

* Example: **"What is your email?"** → **Email**
* Example: **"Please provide your name"** → **Name**

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F8MMhZjqFTiZpjnvE9Csa%2Fimage.png?alt=media&amp;token=219a7cc2-590a-4f68-8716-b85a8b8593dc" alt=""><figcaption></figcaption></figure>

14. Click **Save** to complete the integration.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FeRTCSASjzKvhsZo2vtjP%2Fimage.png?alt=media&amp;token=2f8a8458-eb2c-4676-8405-faeeaa9988c4" alt=""><figcaption></figcaption></figure>

***

#### Part E: Test the Integration

15. From the left sidebar, click **Install Your Chatbot**.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FWQmgaLgx1uVjs4kXBAPb%2Fimage.png?alt=media&amp;token=1588139f-3195-4b04-83b1-9a5272a1fe8d" alt=""><figcaption></figcaption></figure>

16. Select the **Landing Page Bot** tab and click **Test** to open the chatbot.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F9g7CNroHtEdPjhTA7n8l%2Fimage.png?alt=media&amp;token=167bf11c-78f0-4bcc-85bf-55645d5be840" alt=""><figcaption></figcaption></figure>

17. Complete the conversation as a user would — enter your name, email, and any other details the flow collects.
18. Open your Zendesk dashboard and check **Tickets** — the lead will appear as a new ticket with all details from the chatbot conversation.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FK7NmyPjzXRnpgetBfSBZ%2Fimage.png?alt=media&amp;token=2ca933b2-ffdd-437a-824a-8816025f6c5d" alt=""><figcaption></figcaption></figure>

***

### Best Practices

1. Map at minimum **Email** and **Name** fields so Zendesk tickets have enough context for your team to act on immediately.
2. Copy and store your Zendesk API token right after generating it — it cannot be retrieved once you leave the page.
3. Always run a test conversation after saving the integration before pointing real users to the bot.
4. Use a clear token description (e.g. "BotPenguin Integration") so you can identify and manage it easily inside Zendesk Admin Center.

***

### Troubleshooting

<details>

<summary>The chatbot conversation is completing but no ticket is appearing in Zendesk.</summary>

Confirm the **Default Flow** toggle is ON for your selected chat flow, and that the integration is saved with at least one field mapped (e.g. Email). If the toggles and mapping are correct, re-save the integration and run a fresh test.

</details>

<details>

<summary>I see an "API token access is off" warning in Zendesk.</summary>

Go to **Admin Center → Apps and Integrations → APIs → API Configuration**, check **Allow API token access**, and click **Save** before generating your token.

</details>

<details>

<summary>I lost my Zendesk API token before copying it.</summary>

Zendesk does not allow re-displaying a generated token. Go to **Admin Center → API Tokens**, delete the old token, click **Add API Token** to generate a new one, and update the connection in BotPenguin with the new token.

</details>

<details>

<summary>The Zendesk ticket is created but the name or email fields are empty.</summary>

Check that you have mapped the correct chatbot questions to the right Zendesk parameters in the **Question Mapping** section. Re-save the integration after correcting the mapping and run a test conversation.

</details>

***

### FAQs

<details>

<summary>What is Zendesk Integration in BotPenguin?</summary>

It connects your BotPenguin chatbot to Zendesk so that every completed conversation is automatically sent to Zendesk as a support ticket — no manual work required.

</details>

<details>

<summary>Which BotPenguin plan supports Zendesk Integration?</summary>

Zendesk Integration is currently supported on the **Little**, **King**, and **Emperor** plans.

</details>

<details>

<summary>Do I need a Zendesk account to use this?</summary>

Yes. You need an active Zendesk account with Admin Center access to generate the API token required for the connection.

</details>

<details>

<summary>Which chatbot platforms support Zendesk Integration?</summary>

Zendesk Integration is currently available for the **Website** chatbot in BotPenguin.

</details>

<details>

<summary>What data gets sent to Zendesk?</summary>

Only the data you explicitly map in the integration settings is sent — for example, name, email, or phone number collected during the chatbot conversation. Unmapped fields are not transferred.

</details>

<details>

<summary>Can I map custom chatbot questions to Zendesk?</summary>

Yes. Use the **Custom Attribute** mapping section below the **Question Mapping** area to send additional fields that are not standard Zendesk parameters.

</details>

<details>

<summary>What happens if a user drops off mid-conversation?</summary>

Only completed chatbot flows trigger Zendesk ticket creation. If a user exits before finishing the flow, no ticket is sent to Zendesk.

</details>

<details>

<summary>Can I connect the same Zendesk account to multiple bots?</summary>

Yes. You can use the same Zendesk API token across multiple bots by setting up the integration separately for each bot under **Third Party Integration**.

</details>

<details>

<summary>Is there a way to test if the integration is working before going live?</summary>

Yes. Use the **Test** button under **Install Your Chatbot → Landing Page Bot** to run a live test conversation. Then check your Zendesk tickets to confirm the lead arrived correctly.

</details>

***

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