Integration with Zendesk

See how to integrate your Zendesk account with Tidio and create new tickets directly from your conversations.

In this article, you'll learn: 

• How to integrate Tidio with Zendesk
• How to submit a new ticket to Zendesk

Integrating Tidio with Zendesk

Open your Tidio admin panel and navigate to the Integration section located in the bottom-left, above Settings. Then, click on the Zendesk tile.

You will see an overview of what the integration allows, and brief instructions for the integration itself. When you're ready, hit the blue Install Zendesk button in the top-right.

To complete the integration, you will need to provide some details associated with your Zendesk account, including the Zendesk API Token (or Personal Access Token).  

To find the API token - follow the original Zendesk guide. 

Return to your Tidio panel and open the Zendesk app setup in the Integrations section again. Provide your email address, Zendesk URL, and the API token you've just copied.

Click the Add button to activate the integration.

That's it! Your Tidio account is now fully integrated with Zendesk.

Submitting a new ticket to Zendesk

To submit a ticket, you need to view a conversation that you want to create the ticket from. Once inside, use the Create a Zendesk ticket option in the lower-right:

You will see a new window pop up, letting you configure details for the new ticket before creating it. These options include the ticket's subject, priority, assignee (yourself by default), and a preview of the most recent chat transcript.

Of course, you need to compose a message to the recipient (or decide to leave an internal note instead), and you can use some basic formatting options for that. You can also use the Canned Responses for your message or note, if you have any prepared.

You get to select the ticket's status as well.

Once you hit Submit at the bottom, your new ticket will be created and available in Zendesk.