Integrate BotPenguin with Zendesk CRM
This section contains essential information and usage guidelines for managing Zendesk Integration with a Website bot inside BotPenguin.
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
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.
Enable the Default Flow and Revisit Flow toggles for the selected flow so it activates when a user lands on your bot.
Ensure the flow contains questions that capture user details (e.g. name, email, phone number).
Part B: Connect Zendesk in BotPenguin
From the left sidebar under Chatbot, click Third Party Integration.
In the search bar, type Zendesk and click Connect next to the result.
On the Zendesk integration detail page, click Connect to begin the setup.
Part C: Generate Your API Token in Zendesk
Log in to your Zendesk account.
Click the Support dropdown at the top left and select Admin Center.
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.
On the API Configuration page, check the Allow API token access checkbox and click Save.
Go back to API Tokens and click Add API Token. Enter a description (e.g. "BotPenguin Integration") and click Save.
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.
Part D: Map Fields and Save in BotPenguin
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
Click Save to complete the integration.
Part E: Test the Integration
From the left sidebar, click Install Your Chatbot.
Select the Landing Page Bot tab and click Test to open the chatbot.
Complete the conversation as a user would — enter your name, email, and any other details the flow collects.
Open your Zendesk dashboard and check Tickets — the lead will appear as a new ticket with all details from the chatbot conversation.
Best Practices
Map at minimum Email and Name fields so Zendesk tickets have enough context for your team to act on immediately.
Copy and store your Zendesk API token right after generating it — it cannot be retrieved once you leave the page.
Always run a test conversation after saving the integration before pointing real users to the bot.
Use a clear token description (e.g. "BotPenguin Integration") so you can identify and manage it easily inside Zendesk Admin Center.
Troubleshooting
The chatbot conversation is completing but no ticket is appearing in Zendesk.
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.
I see an "API token access is off" warning in Zendesk.
Go to Admin Center → Apps and Integrations → APIs → API Configuration, check Allow API token access, and click Save before generating your token.
I lost my Zendesk API token before copying it.
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.
The Zendesk ticket is created but the name or email fields are empty.
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.
FAQs
What is Zendesk Integration in BotPenguin?
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.
Which BotPenguin plan supports Zendesk Integration?
Zendesk Integration is currently supported on the Little, King, and Emperor plans.
Do I need a Zendesk account to use this?
Yes. You need an active Zendesk account with Admin Center access to generate the API token required for the connection.
Which chatbot platforms support Zendesk Integration?
Zendesk Integration is currently available for the Website chatbot in BotPenguin.
What data gets sent to Zendesk?
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.
Can I map custom chatbot questions to Zendesk?
Yes. Use the Custom Attribute mapping section below the Question Mapping area to send additional fields that are not standard Zendesk parameters.
What happens if a user drops off mid-conversation?
Only completed chatbot flows trigger Zendesk ticket creation. If a user exits before finishing the flow, no ticket is sent to Zendesk.
Can I connect the same Zendesk account to multiple bots?
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.
Is there a way to test if the integration is working before going live?
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.
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.
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