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Answered

Can I integrate Zendesk into the custom bot?

  • November 7, 2022
  • 2 replies
  • 109 views

Can I integrate Zendesk into the custom bot so that I can offer our customers to either chat with an agent or create a ticket in Zendesk via Intercom?

Best answer by Racheal

Hey @user1190​ Racheal from the support engineer team here👋 

 

It currently isn't possible to add the Zendesk app to your Outbound Custom Bot, but with the Zendesk Support app you can create a new ticket in Zendesk from a conversation- just click ‘Create a new ticket’:Screen Shot 2022-11-11 at 8.35.01 PMMaybe for a workaround here you can create your two paths in the Custom Bot, the path that leads to Zendesk you can route to a separate Zendesk inbox within Intercom, where your teammates won't need to reply but rather create the Ticket. If you have the dev. power you also may be able to create some automation using Zendesk's API and the Intercom API.

 

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2 replies

Racheal
Intercom Team
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  • Customer Support Engineer
  • 512 replies
  • Answer
  • November 12, 2022

Hey @user1190​ Racheal from the support engineer team here👋 

 

It currently isn't possible to add the Zendesk app to your Outbound Custom Bot, but with the Zendesk Support app you can create a new ticket in Zendesk from a conversation- just click ‘Create a new ticket’:Screen Shot 2022-11-11 at 8.35.01 PMMaybe for a workaround here you can create your two paths in the Custom Bot, the path that leads to Zendesk you can route to a separate Zendesk inbox within Intercom, where your teammates won't need to reply but rather create the Ticket. If you have the dev. power you also may be able to create some automation using Zendesk's API and the Intercom API.

 


  • Author
  • New Participant
  • 1 reply
  • November 14, 2022

I need the customer to create the ticket, not the agent. Talking to the dev and studying the KPI could help, though. Thank you.


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