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Connecting Zendesk to ChatCrafterAI

Follow these steps to connect your Zendesk account to ChatCrafterAI.

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Prerequisites

Before starting, ensure you have:

• A Zendesk account (any plan)
• Zendesk admin access
• API credentials ready

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Step-by-Step Setup in ChatCrafterAI

1. Navigate to Agent Settings → Integrations
2. Click Add Integration → Select Zendesk
3. Enter your Zendesk subdomain (e.g., mycompany.zendesk.com)
4. Enter your API Email (your Zendesk admin email)
5. Paste your API Token
6. Click Connect
7. Verify the status shows Connected
8. Click Test Connection to verify

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Getting Zendesk Credentials

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Find Your Subdomain

Your Zendesk subdomain is in your account URL:

• If you access Zendesk at https://mycompany.zendesk.com
• Your subdomain is: mycompany

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Create API Token

1. Log into your Zendesk Admin Center
2. Click the Admin icon (gear) in the sidebar
3. Go to Apps and integrations → APIs → Zendesk API
4. Click the Settings tab
5. Enable Token Access if not already enabled
6. Click Add API token button
7. Add description: “ChatCrafterAI Integration”
8. Click Create
9. Copy the token immediately (shown only once - save securely)
10. Click Save

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Get API Email

Use the email address of your Zendesk admin account. This is the email you use to log into Zendesk.

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Paste into ChatCrafterAI

1. Return to ChatCrafterAI integration setup
2. Enter your subdomain (e.g., mycompany)
3. Enter your admin email
4. Paste the API token you copied
5. Click Connect

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Subdomain Format

Enter only the subdomain, not the full URL:

• Correct: mycompany
• Correct: mycompany.zendesk.com (both work)
• Incorrect: https://mycompany.zendesk.com (no protocol)

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Verification

After setup, verify the connection works:

1. Open Chatlab (ChatCrafterAI testing environment)
2. Send test message: “Create a test ticket”
3. Provide details when agent asks
4. Agent should confirm ticket creation with ticket ID
5. Check your Zendesk inbox for the new ticket
6. If error appears:
   • Verify token is copied exactly (no spaces)
   • Check email address is correct
   • Ensure token access is enabled in Zendesk
   • Confirm subdomain matches your Zendesk URL

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Troubleshooting Setup

Authentication failed?

• Verify API token is valid and not expired
• Check email address matches Zendesk admin account
• Ensure token access is enabled in Zendesk settings
• Try generating a new API token

“Subdomain not found”?

• Verify subdomain spelling is correct
• Check you’re using the right Zendesk account
• Ensure account is active (not suspended)

Cannot create tickets?

• Verify API email has agent permissions
• Check token has necessary scopes enabled
• Ensure no IP restrictions blocking ChatCrafterAI

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Security Notes

• Store API token securely - it provides access to your Zendesk
• Token gives same permissions as your admin account
• You can revoke token anytime in Zendesk API settings
• Create token specifically for ChatCrafterAI (don’t reuse)
• Monitor token usage in Zendesk audit logs

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API Permissions

The integration requires these permissions (automatically included with API token):

• Read tickets - View ticket information
• Write tickets - Create and update tickets
• Read users - Look up customer information
• Write users - Create customer records if needed

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Next Steps

Now that Zendesk is connected, learn about Available Actions your agent can perform.