Zendesk

Overview

The Zendesk connector enables your Leena AI Agents to integrate seamlessly with your organization's Zendesk support platform, facilitating automated ticket management and user administration. This integration allows for streamlined support workflows, automated ticket handling, and efficient user management.

Zendesk is a cloud-based customer service platform that provides support ticket management, customer communication tools, and analytics capabilities. Through this connector, Leena AI can automate support workflows, manage tickets, and interact with users seamlessly.

Prerequisites

Before setting up the Zendesk connector, ensure you have:

• Administrator access to your Zendesk account
• Access to Zendesk Admin Center
• Ability to create OAuth applications in Zendesk
• Access to your Leena AI workspace with connector management permissions

Setting Up the Connector

Step 1: Create OAuth Client in Zendesk

1. Log in to Zendesk Admin Center as an administrator

   
   

2. Navigate to Apps and integrations in the sidebar

   

3. Click on the OAuth Clients tab

4. Click Add OAuth client

Step 2: Configure Client Details

Fill in the following information:

Step 3: Save and Note Credentials

1. After saving, Zendesk will generate the Client Secret

2. Copy the Client ID/Identifier (auto-generated based on Name)

3. Important: The Client Secret is displayed only once during creation

4. Save these credentials securely for the next step

5. Keep the Zendesk tab open as you'll need to return to add the Redirect URL

   
   

Step 4: Configure Connector in Leena AI

1. Log in to your Leena AI workspace
2. Navigate to Settings > Integrations
3. Search for "Zendesk" and select it from the list
4. Click to add a new Zendesk connector

Step 5: Enter Authentication Details

The Zendesk connector uses OAuth 2.0 authentication. Provide the following information:

Step 6: Complete OAuth Flow

1. Click Connect in Leena AI for the Zendesk connector setup
2. You'll be redirected to the Zendesk authorization page
3. Sign in to your Zendesk account if prompted
4. Click Allow to grant permissions
5. You'll be redirected back to Leena AI with a successful connection
6. The connector will be saved

Step 7: Update Redirect URL in Zendesk

1. Once the connector is saved in Leena AI, reopen the connector configuration

2. Copy the Callback URL displayed in the connector details

3. Return to the Zendesk OAuth client configuration

4. Paste the Callback URL in the Redirect URLs field

5. Save the OAuth client in Zendesk

   
   

Permissions and Scopes

The connector requires specific permissions to perform various operations. Scopes are categorized into read and write permissions:

Read Scopes

Allow viewing and retrieving data without modification:

Write Scopes

Allow creating and updating data:

Available Actions

Ticket Management

Create Ticket

Initiates a new support ticket in Zendesk. The Agent can leverage workflows designed to create new support tickets when users raise queries.

Required Parameters:

• subject (String): The subject of the ticket
• description (String): The detailed description of the issue

Optional Parameters:

• priority (String): The priority of the ticket - Options: low, normal, high, urgent
• tags (Array): A list of tags associated with the ticket
• assignee_id (Integer): The user ID to assign the ticket to
• type (Dropdown): The category of ticket - Options: Problem, Incident, Question, Task
• custom_fields (JSON): Client-specific fields (e.g., category, sub-category)

Create Ticket via Custom Ticket Form

Creates a new ticket in Zendesk using a specified custom ticket form, allowing for a tailored set of fields.

Required Parameters:

• ticket_form_type (Dropdown): The custom ticket form selected from available forms
• subject (String): The title or subject of the ticket
• description (String): A detailed description of the issue or request

Optional Parameters:

• priority (String): The priority level - Options: low, normal, high, urgent
• custom_fields (Array): Array of objects representing custom field values
• requester (Object): Information about the requester

Custom Fields Structure (JSON):

{
  "field_id": "Integer - The ID of the custom field",
  "value": "String or Array - The value(s) to be set for the custom field"
}

Get All Tickets

Retrieves a list of all tickets in your Zendesk account. This action can be leveraged by Leena AI to list tickets raised by a user or assigned to a particular assignee.

Required Parameters: None

Optional Parameters:

• page (Integer): Page number for pagination - Default: 1
• per_page (Integer): Number of tickets to retrieve per page - Default: 25, Max: 100
• status (String): Filter tickets by status - Options: open, solved
• assignee_id (Integer): Filter tickets by the assignee's user ID

Get a Ticket

Retrieves detailed information about a specific ticket by its ticket ID. Users can request the status of their last ticket or ask for status by ticket ID.

Required Parameters:

• ticket_id (Integer): The ID of the ticket to retrieve

Update a Ticket

Updates an existing ticket's details such as status, assignee, or priority. This action can be leveraged to close tickets on behalf of requesters or assignees.

Required Parameters:

• ticket_id (Integer): The ID of the ticket to be updated

Optional Parameters:

• subject (String): The subject of the ticket
• description (String): The description of the ticket
• status (String): The new status - Options: open, pending, solved
• priority (String): The new priority - Options: low, normal, high, urgent
• assignee (Integer): The user ID to assign the ticket to

Delete a Ticket

Deletes a specific ticket from Zendesk. This action is typically used in micro-services or scheduled tasks to delete test tickets.

Required Parameters:

• ticket_id (Dropdown): The ID of the ticket to delete (can be selected from dropdown or passed dynamically)

User Management

Create a User

Creates a new user in the Zendesk instance. This action can be leveraged in onboarding workflows to automate the process of adding new users.

Required Parameters:

• name (String): The name of the user
• email (String): The email address of the user

Optional Parameters:

• role (String): The role of the user - Options: admin, agent, end-user (default)
• organization_id (Integer): The ID of the organization the user belongs to
• tags (Array): An array of tags to associate with the user

Get All Users

Retrieves a list of all users in your Zendesk account. This action can be used in workflows such as changing ticket assignees.

Required Parameters: None

Optional Parameters:

• page (Integer): The page number for pagination - Default: 1
• per_page (Integer): The number of users to return per page - Default: 25, Max: 100
• role (Dropdown): Filter users by their role - Options: admin, agent, end-user

Get a User

Retrieves details of a specific user by their User ID. This action can be leveraged to get and update user information.

Required Parameters:

• user_id (Dropdown): The ID of the user to retrieve (can be selected from list or passed dynamically)

Use Cases

Automated Ticket Creation

Enable employees to create support tickets through conversational AI, with the assistant gathering necessary information and automatically creating tickets in Zendesk.

Ticket Status Inquiry

Allow users to check the status of their tickets by simply asking the virtual assistant, which retrieves real-time information from Zendesk.

Ticket Management

Empower agents and users to update, close, or reassign tickets through AI-powered workflows without accessing the Zendesk interface directly.

User Onboarding

Automate the creation of new Zendesk users as part of employee onboarding processes, ensuring immediate access to support systems.

Support Analytics

Retrieve ticket lists and user information to generate insights and reports about support operations.

Troubleshooting

Authentication Issues

Problem: Unable to complete OAuth authentication

Solutions:

• Verify that the Client ID and Client Secret are entered correctly
• Ensure the Redirect URL has been added to the Zendesk OAuth client configuration
• Check that your Zendesk account has admin privileges
• Verify that the Instance URL is correct (format: yourcompany.zendesk.com)

Permission Errors

Problem: Actions fail due to insufficient permissions

Solutions:

• Review the scopes configured in the connector
• Ensure both read and write scopes are enabled as needed
• Verify that the authenticating user has appropriate permissions in Zendesk

Callback URL Mismatch

Problem: OAuth flow fails after authorization

Solutions:

• Ensure the Callback URL from Leena AI is exactly copied to Zendesk
• Check for trailing slashes or extra spaces in the URL
• Verify the OAuth client in Zendesk is saved after adding the Redirect URL

Best Practices

1. Security: Store Client ID and Client Secret securely and never share them publicly
2. Permissions: Only grant the minimum required scopes for your use case
3. Testing: Test the connector with non-production data before deploying to production
4. Monitoring: Regularly review connector usage and permissions
5. Documentation: Keep track of custom fields and their IDs for easier workflow configuration

Support

For additional assistance with the Zendesk connector:

• Contact your Leena AI support team
• Refer to Zendesk API documentation for platform-specific questions
• Check connector logs in Leena AI for debugging information

API Rate Limits

Be aware of Zendesk's API rate limits when configuring automated workflows. Plan your automation frequency accordingly to avoid hitting rate limits.