# Integrate BotPenguin with Zendesk CRM

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## 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.

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## 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.

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## Steps to Connect BotPenguin with Zendesk

The following are the steps for the integration:

### Section 1 of 5: BotPenguin Setup: <a href="#ykn2c4l9u9o" id="ykn2c4l9u9o"></a>

1. Login to your [BotPenguin account](https://app.botpenguin.com/). Now, select and click the bot you want to integrate with Zendesk CRM. Click on the **‘Third Party App Integration’** tab.

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2. 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”

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3. Now click on the **‘Connect’** Button. Click on connect again on the inetrgation description screen.
4. The Zendesk integration configuration page will open, where the user will be asked to enter the following details:

* API Token
* Email Address
* API URL

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FwOB0ph1oAtpy7rhMSrEg%2Fimage.png?alt=media&#x26;token=5b843f48-7a3d-425e-a0f0-53d04d2b27fd" alt=""><figcaption></figcaption></figure>

### Section 2 of 5: Find your Authorization Key/Token in App Account <a href="#ghwmbsv68jh1" id="ghwmbsv68jh1"></a>

1. Log-in to your Zendesk Dashboard.&#x20;
2. Click on ‘Admin’ ![](https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FT8Sg0sYN1ND2iEGi6YDF%2F3?alt=media) 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.

![](https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FNsABPy5kRR7Mb5HCYpkr%2F4?alt=media)

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

![](https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FxvYT8Ypo60N5PrpkMa36%2F5?alt=media)

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

![](https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FZMxQrlZ8PwJUoiuv9BRu%2F6?alt=media)

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

![](https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2Fi1dlQPK6NN9k0NIevowB%2F7?alt=media)

### Section 3 of 5: Enter Authorization Details and establish connection with your App <a href="#jfx2vwm5f6nc" id="jfx2vwm5f6nc"></a>

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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2Ff0Mqa6Yoo1L3gZDFwdwg%2FScreenshot%202025-08-26%20at%2010.36.55%E2%80%AFAM.png?alt=media&#x26;token=636e4530-9903-4dfe-a2f3-960ed0352366" alt=""><figcaption></figcaption></figure>

2. 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.

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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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FeNA3Iy7O7OrLYeIU9Zvd%2FScreenshot%202025-08-26%20at%2010.59.52%E2%80%AFAM.png?alt=media&#x26;token=0809e251-e8c3-496b-bce0-432a46e8a35c" alt=""><figcaption></figcaption></figure>

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**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.

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**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 <a href="#id-5oa4nzttooud" id="id-5oa4nzttooud"></a>

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.

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## FAQ's:

<details>

<summary>Do I need a paid plan to use Zendesk integration with BotPenguin?</summary>

No, you can access Zendesk integration using the Trial plans of BotPenguin.

</details>

<details>

<summary>Where can I find my Zendesk API Token?</summary>

You can find (or generate) your API Token by:

* Logging in to your Zendesk Dashboard
* Navigating to Admin Center → Apps and Integrations → Zendesk API
* Clicking “Add API Token” if none exists
* Copying and saving the token securely

</details>

<details>

<summary>What details do I need to connect BotPenguin with Zendesk?</summary>

You will need the following credentials from your Zendesk account:

* API URL
* Registered Email Address
* API Token

</details>

<details>

<summary>What happens if I map parameters incorrectly?</summary>

If parameters (like Name, Email, Phone, etc.) are mapped incorrectly, your leads or tickets may not sync properly with Zendesk. Ensure you map each Bot question/component correctly with the respective Zendesk field.

</details>

<details>

<summary>Can I update or change mappings later?</summary>

Yes. You can revisit the Mapping Parameters section anytime to edit or remap fields as needed.

</details>

<details>

<summary>Why is my integration not working after setup?</summary>

Some common reasons include:

* Wrong API Token, Email, or API URL entered
* Incorrect or missing Mapping setup
* Using the Free plan, which does not support integrations

</details>

<details>

<summary>How do I test if the integration is working?</summary>

Once setup is complete, you can create a dummy lead using your Bot. If the integration is successful, this lead will appear in both your BotPenguin Dashboard and Zendesk CRM.

</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.