Skip to main content

Customer Setup - Zendesk

This guide explains what you, as the customer, need to provide to enable the integration between Zendesk Livechat and our platform.

1. Create Conversation API​

  1. Click on the 4 tile icon on header (Right)
  2. Select Admin Center
  3. Navigate to App and Integrations > APIs > Conversation API
  4. Click Create API Key
  5. Give a name and click Create
  6. Copy the following credentials: App ID, Key ID, Secret Key

Warning: Secret Key will only be generated once, so make sure to keep it safe. You can't generate or see it again.

Zendesk Conversation API key creation screen

2. Create New Integration​

  1. Navigate to Admin Center > Apps and Integrations > Integrations > Conversation Integrations

  2. Click on Create Integration

  3. Configure the integration:

    • Give a name
    • Copy the Webhook URL from Marketplace UI and paste it in Webhook URL
    • Keep everything else as default
    • For Webhook subscriptions, select:
      • Conversation Message
      • Participant Left Conversations

  4. Save the integration

    Zendesk Conversation Integration saved configuration

3. Create Zendesk API Token​

  1. Navigate to Admin Center > Apps and Integrations > APIs > Zendesk APIs
  2. Click on Add API Token
  3. Copy the API Token
  4. Click Save

Zendesk Add API Token screen

Warning: Make sure to copy and store this token. We won't show it again after you click Save or leave this page.

4. Create OAuth Client​

  1. On the same page, click on OAuth Client

Zendesk OAuth Client menu option

  1. Click Create
  2. Configure the client:
    • Give a name
    • Add fields like: company, logo, etc.
    • Keep Client kind as Confidential
  3. Click Save
  4. Important: After saving, please don't click OK/Back
  5. Under Identifier, copy the identifier name and share it with CM. It will be OAuth Client Id

Zendesk OAuth Client Identifier field

  1. Under Secret, A secret value will be displayed — copy that value and share it with CM. it will OAuthClientSecret

Zendesk OAuth Client Secret field

5. Setup in Zendesk​

Configure Omnichannel Routing​

  1. Customers need to set up omnichannel in Zendesk live chat. If not already configured, they may need to contact Zendesk support for assistance
  2. In Admin Center, navigate to Objects and Rules > Omnichannel routing
  3. Configure queue and routing rules as per your requirements
  4. Make sure to include Sunshine Conversation API in the Queue

Zendesk Omnichannel routing configuration

Enable Multi-Conversations for Single Users​

  1. In Admin Center, click Channels in the sidebar
  2. Select Messaging and social > Messaging
  3. At the top of the page, click Manage settings
  4. Under Web Widget and Mobile SDKs, expand Multi-conversations
  5. Click Set up multi-conversations
  6. Click Turn on multi-conversations for your account
  7. Select the channels on which you want to offer multi-conversations

Zendesk multi-conversations setup screen

  1. Click Save

6. Get Group id from Zendesk​

  1. Navigate to Admin Center > People > Groups.

    Zendesk Groups list in Admin Center

  2. Click on the name of the group you want to identify.

  3. Look at the URL in your browser address bar. The number at the end is the Group ID.

  4. Example URL: https://yoursubdomain.zendesk.com/groups/123456789 (ID: 123456789).