Zendesk is a customer service software and support ticketing system. It helps business connect with customers on various channels, manage and update user's information and requests.
This tutorial will show you how to integrate your BotStar chatbot with Zendesk app. There are two integration hubs to connect BotStar and Zendesk:
In just a few minutes and without coding, Zapier/Integromat will support you to integrate BotStar and Zendesk easily. Below is the diagram explaining how we can do it: Integration diagram The diagram shows how integration apps work when integrating BotStar and CRM systems (Customer Relation Management). As shown in the diagram above, when a BotStar bot receives user input:
Zapier can create automations between apps by using Triggers and Actions. Trigger is the event in an app that starts the Zap. Action is the event that complete a Zap.
Integromat works by linking together your BotStar App and Zendesk by their corresponding modules to create a scenario that will transfer and transform your data automatically for you. Every time a trigger runs or an action performs a task, it is considered one operation.
BotStar application currently supports these following Triggers: New Checkpoint Record, New Subscriber, Updated User Attribute, New Request for Human Takeover, New Tag on User. For more information, please see Zapier and Integromat before continuing this tutorial. In just a few minutes and without coding, Zapier and Integromat support you to integrate BotStar and Zendesk easily.
Note: This tutorial assumes that you already have BotStar account, Zapier account, Integromat and Zendesk account.
Set up actions in BotStar
Set up User Attributes
Drag and drop "Update User Attributes" action into the Flow Editor and customize this action. When the conversation with customers go through "Update User Attributes" action, users' information is automatically updated. Drap and drop "Update User Attribute" action
To check information which is saved by "Update User Attributes" action, click Engage > Audience. Audience Details
If you don’t know much about this feature, please learn more about User Attribute.
Set up Checkpoint
In this tutorial, we will guide you step-by-step on how to transfer data from your BotStar chatbot to Zendesk (through Integromat).
The idea is to collect data about a deal submitted by your users to Checkpoint records, before transferring automatically to Zendesk. If you don’t know much about this feature, learn more about Checkpoint before continuing on this tutorial.
Connect to Zapier
This tutorial will guide you to use prebuilt Zap Template: "Update Zendesk users from updated BotStar user attributes". Zap Templates are the fastest way for you to automate workflows.
After the successful integration, data in Zendesk app is updated whenever a user enter information about their contact. The result will be as below:
Users enter their information when chatting with bot: The conversation on Facebook Messenger
To view information displayed in Zendesk, click Admin > People: Corresponding result in Zendesk
Setting up the integration
Enable Zapier in BotStar
Go to Connect > Integrations in your Bot and enable Zapier. Then choose a Zap Template you want to use and click Use this Zap
Select BotStar Trigger Updated User Attribute and click Continue
Link the bot
If you don't have any an existing account chatbot, click Connect an Account to create a new one. All your connected accounts will show up here, choose one of your chatbot and click Connect. You can also select from an existing account.
Next press Test button to test your connection, it will be turned into a green Success button. Then click Save + Continue
Set up BotStar Attribute Modification
Select the field name for Updated User Attribute trigger.
Click Continue and choose a sample to finish Trigger settings.
Before creating a new contact, you need to find a user to know an existing user or not and create one if none are found.
Verify your account
You need to allow Zapier to access your Zendesk account.
Find the API Token
After you fill in this form to allow Zapier access your Zendesk account:
Then choose a Zendesk account, press "Test" button and it will turn into a green "Success" button. After that, click Save + Continue.
Setup Template for Zendesk
Select a field to determine how we'll look up the user in Zendesk
In this step, Zapier will suggest you to send a sample to Zendesk for testing.
Test was successful as shown below
Select Zendesk Action Update User and click Continue
Choose a Zendesk account, press "Test" button and it will turn into a green "Success" button. After that, click Save + Continue.
Set up Template
Select the sample information from BotStar User Attribute corresponding to the fields in Zendesk. In the below example, we fill in two required fields which are "Name" and "Email".
After setting up the template for Zendesk, the application requests you finally test.
Test was successful as shown below
Turn on your Zap
Finally, give your Zap a name, and toggle the ON/OFF button to ON. Your Zap will run automatically from now ON until you turn it OFF.
Congratulations! Finally, you completed the integration between your chatbot and Zendesk application. Now, you can test the success of integration by chatting with bot and see the result of successful integration. Also, you can edit the steps or change specific details at any time by finding all of your Zaps on your My Apps page or you can edit directly as shown below
Connect to Integromat
After the successful integration, data in Zendesk app is updated whenever a user enter information about their deal or their contact. The result will be as below:
Users enter deal information when chatting with bot: The conversation on Facebook Messenger
To view information displayed in Zendesk, click Views > All unsolved tickets: Corresponding result in Zendesk
Setting up the integration
Find service - Webhooks
After logging into Integromat, click on Create a new scenario.
Any application that is connected to the Internet and allows the sending of HTTP requests can send webhooks to Integromat. BotStar uses this way to connect with other apps through Integromat.
Enter "webhooks" in the search box then choose the Webhooks icon. Click Continue on the upper right corner.
Select webhook type
To connect BotStar to Integromat, add the Webhooks trigger Custom Webhook to your scenario.
Set up webhook
When setting this trigger, click on the Add button next to the Webhook field and enter a name for the new webhook.
TIP: Once you create a webhook, you can use it in more than one scenario at the same time. Each scenario may contain different modules and have a different schedule. The data is duplicated, that's why the individual scenarios do not influence each other.
Once you create a webhook, you will see a unique URL that Integromat will listen for. The data sent to this address is first validated and then passed on for processing in the scenario. To enable the option to map items outputted from the webhook, Integromat needs to determine the data structure of the incoming payload so the other modules know what to expect from the webhook. That's why Integromat will ask you to send sample data to the displayed address:
Enable Integromat in BotStar
In BotStar App, go to Connect > Integrations and enable Integromat. After that, select an event type you want to receive data back and paste the link from Webhook into Endpoint, then save it.
Press "Preview" to test your bot so Integromat can understand the data structure from BotStar.
If everything went right, the data structure of the webhook should be determined and you should see a message "Successfully determined":
In Integromat, find and select Zendesk as the next app to save data from BotStar. Click Add another module and find Zendesk. After that, select Create a ticket action to create deal.
After that, create a new client in Zendesk. In Zendesk, navigate to CHANNELS > API, click on OAuth Clients and select Add a client. This will open a form for creating a new client.
Complete the following fields:
Client Name: Enter a client name for your identification.
Unique Identifier: This field is auto-populated. You can change it if you want. Make sure you write down this identifier. Integromat will ask you to enter it when creating the connection.
Redirect URLs: Enter https://www.integromat.com/oauth/cb/zendesk/
After clicking Save, a message pops up and prompt you to save the Secret:
Write down the Secret value. You will need it for creating the connection. Clicking the Save button will create the client. Now, you can create the connection with Integromat.
In the Unique Identifier and Secret fields enter the respective values that you have written down earlier. Integromat will then redirect you to the Zendesk website where you will be prompted to grant Integromat access to your account:
Verify the connection
Here, allow access by clicking the Allow button. Afterwards, you will be redirected back to the Integromat administration page. Now, you can continue creating your scenario by creating a sample ticket.
Fill in sample information
Select the values from BotStar Checkpoint corresponding to the fields in Zendesk ticket form.
Add Directive to solve errors
To handle the error data and help the flow avoid interruption while running, right-click on the Zendesk module and select Add error handler.
Then select Directives as Ignore so that Integromat will ignore the error data while receiving.
Activate the Scenario
Below is an overview of a scenario in Integromat which extracts data from BotStar to Zendesk. To finish setting up the scenario, follow these instruction:
Click Save button
Click on Run once button in the lower left corner to test data before activating this scenario.
After that, send test data to this scenario by using Preview in BotStar.
Enable Scheduling and select Immediately to trigger the scenario and extract data from BotStar to Zendesk immediately.
Done! Now you can chat with bot to test the integration and see the result of successful integration