Overview: Zendesk integrations

This article provides an overview of integrations with Zendesk, which are configurable in Console.

Overview

In Console, the Zendesk workspace (Account > Integrations > Zendesk) is where you manage connections between your account and a Zendesk instance. Creating an integration between your account and Zendesk provides your queue users with access to ticketing data while simultaneously managing customer interactions in a queue.

This connection also gives you the ability to utilize workflows for updating and retrieving data between your account and Zendesk automatically, thus ensuring that your system of record is always up to date and reflects the most current information. 

Review the labeled image below for details on how to create, manage, and modify Zendesk integrations within Console.

Visual breakdown

Connection Name

The Connection Name field is not modifiable. The name of the connection is always “default”.

Type

The Type field is where you select the type of Zendesk connection to create. There are two selectable types:

• Production

• Sandbox

A production connection is used for real business activity. A sandbox connection is used for testing purposes.

Username

The Username field is where you input your Zendesk account’s username. This is used by the Avaya.cx system to access your Zendesk data.

API Token

The API Token field is where you input an API Token you retrieve from Zendesk. The system uses this token to integrate your Avaya.cx account with Zendesk.

To learn how to create an API token, refer to this Zendesk help article: Generating a new API token

Instance URL

The Instance URL field is where you put the URL of your organization’s Zendesk account.

This will match the following pattern: your_organization.zendesk.com