Zendesk Integration

Automatically create support tickets in Zendesk from your workflows.

Overview

When conversations require human follow-up, automatically create Zendesk tickets with all the relevant context from the chat.

How to Set Up Zendesk Integration

  1. Identify Your Zendesk Subdomain:
    • Your Zendesk URL looks like: yourcompany.zendesk.com
    • The subdomain is the part before .zendesk.com (e.g., "yourcompany")
    • You'll need this for the API configuration
  2. Create an API Token:
    • Log in to your Zendesk account as an admin
    • Click the Admin icon (gear icon) in the sidebar
    • Navigate to "Apps and integrations" → "APIs" → "Zendesk API"
    • Under "Settings" tab, enable "Token Access" if not already enabled
    • Click the "+" button next to "Active API Tokens"
    • Give your token a description (e.g., "Monology Integration")
    • Click "Create" and copy the generated token immediately (you won't see it again!)
  3. Get Your Admin Email:
    • You'll need the email address of the admin account that created the API token
    • This will be used for authentication along with the API token
  4. Configure in Monology:
    • In your workflow, add an Action Node
    • Select "Zendesk" as the action type
    • Enter your credentials:
      • Subdomain: Your Zendesk subdomain (e.g., yourcompany)
      • Email: Admin email address
      • API Token: The token you created
    • Configure ticket details (subject, description, priority, type, tags)
  5. Test Your Integration:
    • Run a test conversation through your workflow
    • Verify that the ticket is created in Zendesk
    • Check that all fields are populated correctly
  6. Optional - Configure Custom Fields:
    • In Zendesk Admin, go to "Objects and rules" → "Tickets" → "Fields"
    • Note the field IDs of any custom fields you want to populate
    • In Monology, map your form data or conversation variables to these custom field IDs
Important: The API token must be created by an admin account. Agents cannot create API tokens. Store your token securely as it provides full access to your Zendesk account.
Tip: Use tags like monology or automated to easily identify tickets created from your workflows. This helps with reporting and routing.

Ticket Configuration

Subject

Ticket title with dynamic variables:

Support request from {{form.name}}

Description

Detailed ticket content with conversation context.

Priority

LowNormalHighUrgent

Type

QuestionIncidentProblemTask

Tags

Add custom tags for categorization and routing.

Custom Fields

Map form data to your Zendesk custom fields.

Error Handling

  • Retry on failure: Automatically retry ticket creation
  • Continue on error: Don't block workflow if Zendesk fails

Next Steps

Administration

Manage users and company settings