Create a Ticket in Zendesk Using AI Agent

Use the Create a Ticket dialog template to add Zendesk ticket management to your AI Agent. The agent can guide users through ticket creation for complex issues, during non-office hours, or when live support is unavailable.

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Overview

The process involves three steps:

1. Link your Zendesk account
2. Install the Create a Ticket template
3. Train and test the dialog task

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Prerequisites

Before you start, have the following ready:

• Zendesk account credentials.
• User subdomain, email address, and API token for your Zendesk account.

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Step 1: Link Your Zendesk Account

1. Go to Marketplace in the left navigation and select Zendesk integration.
2. Click Install at the top right.
3. Click the Authenticate and Install tab.
4. Select Pre-authorize the Integration and Basic Auth.
5. Under Basic Auth, enter the following:

   Field	Description
   User Sub Domain	Your Zendesk instance name.
   User Email	Your Zendesk email, followed by /token (for example, john@example.com/token).
   API Token	Your Zendesk API token.

6. Click Proceed. The Integration Installed Successfully confirmation is displayed.

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Step 2: Install the ‘Create a Ticket’ Template for Zendesk

1. Go to Marketplace and select the Create a Ticket for Zendesk dialog template.
2. Click Install.
3. Fill in the dialog task details:

   Field	Description
   Name	Name of the dialog.
   Description	Description of the dialog.
   Utterances	Phrases that trigger this dialog.
   Channel Experiences	Channel-specific behavior settings.
   Create a Ticket Setup	Ticket fields, follow-up actions, and details to capture (for example, order ID or booking ID).

   
4. Click Finish. The dialog task is auto-created and listed under Automation AI > Use Cases > Dialogs.

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Step 3: Train and Test the Dialog Task

1. Click the Test icon.
2. Select a conversation type (Voice or Chat).
3. Click Train to process untrained utterances.
4. Follow the prompts in the App console to create a ticket.
5. Enter ticket details when prompted.
6. The ticket is created in Zendesk. Click View Ticket Details in the app console to view it in Zendesk.
7. Publish your app to make this capability available to end users.