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Integrating ChatBotKit with Zendesk for Enhanced Customer Support

Learn how to integrate ChatBotKit with Zendesk for an efficient customer support system. This tutorial covers email setup, chatbot integration, and ticket management to streamline customer inquiries and enhance support workflows.

In today's fast-paced digital world, delivering efficient and responsive customer support is essential for maintaining customer satisfaction and loyalty. Integrating ChatBotKit with Zendesk forms a robust support system that not only streamlines ticket creation and management but also leverages automation through AI agents. While ChatBotKit manages AI workflows to provide an enhanced interactive experience, Zendesk takes over when the conversation becomes idle, handling follow-up support seamlessly.

This integration enables businesses to automatically capture and forward customer inquiries from ChatBotKit to Zendesk, where they are efficiently managed as tickets. By automating this process, support teams can dedicate more time to delivering personalized responses and faster resolutions.

This tutorial will walk you through the steps necessary to set up this integration, ensuring a seamless experience for both customers and support agents.

Step 1: Setup Zendesk Email Integration

  • Create a support email in Zendesk for ticket creation (e.g., support@company.zendesk.com).
  • Configure Zendesk to automatically convert emails sent to this address into support tickets.

Step 2: Integrate ChatBotKit with Zendesk

  • Log in to your ChatBotKit account and navigate to the "Integrations" tab.
  • Select "Customer Support" integration.
  • Enter the Zendesk support email set up in Step 1 (e.g., support@company.zendesk.com).
  • You also need to associate the integration with the designated chat bot.

Step 3: Setup AI Chatbot

  • Instruct your chatbot to collect user details such as their name and email.
  • If you are using an AI Widget, enable contact collection using the AI Widget's features to gather user information automatically.

Step 4: Ticket Management in Zendesk

  • Configure Zendesk to route tickets based on specific criteria, such as priority or issue type.
  • Agents can respond to tickets directly within Zendesk, maintaining all conversation history.

Ensure your ChatBotKit emails are not flagged as spam in Zendesk. Add them to a safe list if needed. This integration automates ticket creation and streamlines support workflows.

Zendeskcustomer supportAI