Zendesk setup guide

Follow the steps below to set up your Zendesk integration.

Sign In to Zendesk

1. In Zendesk, navigate to Apps & Integrations → Conversations API b.

2. Create a new API key.

3. Copy the App ID, Key ID, and Secret values.

Configure Zendesk Details in Ebbot

• In Ebbot, go to Settings → Channels → Agent → Zendesk.

• Enter your Zendesk subdomain (for example, “mycompany” if your Zendesk domain is “mycompany.zendesk.com”).

• Paste the App ID, Key ID, and Secret values into the corresponding fields.

Generate and Add a Zendesk API Token

• Return to Zendesk and select Apps & Integrations → Zendesk API.

• Create a new API key, then copy the generated token.

• In Ebbot, paste this token into the “Token” field.

Provide Email and Region Settings

• In Ebbot, specify the email address of the Zendesk user who created the API token.

• Select the region your Zendesk environment is configured in (e.g., “eu”).

Save and Finalize

• Click “Save” in Ebbot to complete the core integration setup.

• If successful, you should see the badge in the top right change:

  

Configure Chat Closure Behavior

Upon successfully connecting the integration, two new fields will appear:

Choose what should happen when a chat is closed

There are two ways to configure Chat Closure behavior, in the dropdown you can select between the following:

Set status

• Choose a Zendesk status (for example, “Solved” or “Pending”).

• Once chosen, ending the chat in Ebbot automatically applies that status in Zendesk. Conversely, if an agent manually sets the ticket to the same status in Zendesk (for instance, “Solved”), the chat also closes in the Ebbot widget.

Send Message (Default)

By default, “Send message” is selected, which provides an empty field where you can customize the message displayed to the user upon chat closure.

If the agent manually marks a ticket as “Solved” in Zendesk, the conversation closes as usual. However, if the user ends the chat first, no status is applied in Zendesk, and only the custom message is shown to the agent.

Once you have selected the preferred behavior, click Save again to apply the changes.

You are now done and a connection between your Ebbot chat widget and Zendesk has been established.