Setup
You will need:
We recommend that you only link your Zendesk account with one bot. Linking the same Zendesk account with multiple bots will raise an error and cause unexpected behaviour.
1
Add the Zendesk Integration
First, install the official Zendesk integration. Use the search bar to find and select the Zendesk Integration. Once found, install this onto your bot.
2
Set up the Zendesk Integration
Switch to the Zendesk admin center, and find the Zendesk API menu. Ensure you have both password and token access enabled.You will then need to create a distinct API token. Copy this for later use.Return to your bot’s dashboard. Here you will need to input your organizational subdomain, your consistent Zendesk account email, and the copied API token. Ensure to save this configuration and activate the newly installed integration.
3
Install the HITL plugin
Next, install the official HITL plugin. This will allow you to start HITL from any point in your Workflow.
- Navigate back to Botpress Hub and search for the HITL plugin.
-
Select it, then select Install Plugin:
- In the Configuration menu, open the dropdown under HITL integration.
- Select Zendesk.
- Scroll down and select Save.
The Configuration section contains many optional fields. You can use these to customize your HITL experience.
4
Add the Start HITL Card
Now, you can bring a live agent into the conversation anywhere in your Workflow:
- Open a Workflow in Studio and create (or select) a Node.
-
Add the Start HITL Card:
- Fill in the required fields:
| Fields | Description |
|---|---|
| Ticket Title | The name of the ticket created for the live agent. |
| User ID | The user ID associated with the ticket. Enter the {{event.userId}} variable to use the current user’s ID. |
| Conversation ID | The conversation ID associated with the ticket. Enter the {{event.conversationId}} variable to use the current conversation’s ID. |
Done! You can now create and manage support tickets directly from your bot.
Cards
Here’s a reference for all Cards available with the integration:Call API
Input: Output:Close ticket
Input: Output:Create Ticket
Input: Output:Create external user
Input: Output:Find Customer
Input: Output:Get ticket
Input: Output:List Agents
Input: Output:Start new HITL session
Input: Output:Stop HITL session
Input: Output: This Card has no output.Sync Knowledge Base
Input: Output:Triggers
Here’s a reference for all Triggers available with the integration:You can access data returned from any of these Triggers by reading
event.payload after the Trigger fires.