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Beginner15 min

Zendesk Integration

Connect your Zendesk instance for automated tracking.

Zendesk Integration Guide

Connect your Zendesk account to automatically track all customer support conversations.

Prerequisites

  • Zendesk admin access
  • Customer Support AI Monitor account
  • API key ready

Step 1: Create Zendesk Webhook

  1. Log into Zendesk Admin Center
  2. Navigate to Apps and integrations → Webhooks
  3. Click "Create webhook"
  4. Enter the webhook URL: https://api.csaimonitor.com/api/v1/webhooks/zendesk?org_id=YOUR_ORG_ID
    • Get your org_id from your Customer Support AI Monitor dashboard (Settings → Organization)
  5. Set authentication to Bearer Token
  6. Add your API key (starts with amo_)
  7. Select events: Ticket Created, Ticket Updated, Ticket Solved

Step 2: Configure Triggers

Create triggers for:

On Ticket Creation

  • Conditions: Ticket is Created
  • Actions: Notify target webhook

On Ticket Resolved

  • Conditions: Status is Solved
  • Actions: Notify target webhook

On CSAT Submission

  • Conditions: CSAT rating is submitted
  • Actions: Notify target webhook with rating

Step 3: Test Integration

  1. Create a test ticket
  2. Check your CS AI Monitor dashboard
  3. Verify data appears correctly
  4. Resolve and check update

Troubleshooting

Data not appearing?

  • Check webhook URL
  • Verify API key
  • Review trigger conditions
  • Check Zendesk logs

Great Progress!

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