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fix(integrations/zendesk): update to reflect v3 of zendesk #373

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adkah merged 1 commit into from
Jan 6, 2026
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fix(integrations/zendesk): update to reflect v3 of zendesk #373

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74 changes: 15 additions & 59 deletions integrations/integration-guides/zendesk.mdx
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Expand Up @@ -15,16 +15,13 @@ import Triggers from '/snippets/integrations/triggers/botpress/zendesk.mdx'

<OpenInHub integration={integrationVersions.zendesk}/>


The official Zendesk integration allows you to create and manage support tickets directly from your bot. You can also assign a Zendesk agent to communicate directly with the user, all within the same conversation initially handled by the bot.

<Tip>
Your Zendesk agent can continue the conversation on any messaging channel supported by Botpress. For example:
<Warning>
Zendesk integration versions below v3.0.0 are **deprecated** and will be retired on January 12, 2026.

- [Webchat](/webchat/)
- [WhatsApp](/integrations/integration-guides/whatsapp/)
- [Messenger](/integrations/integration-guides/messenger)
</Tip>
To avoid disruptions, upgrade to v3.0.0+ and reconnect using OAuth. If you’re already on v3.0.0+, no further action is required.
</Warning>

## Setup

Expand All @@ -34,63 +31,22 @@ Your Zendesk agent can continue the conversation on any messaging channel suppor
- A [published bot](/get-started/quick-start)
- A [Zendesk account](https://www.zendesk.com/lp/brand/?utm_source=google&utm_medium=Search-Paid&utm_network=g&utm_campaign=SE_AW_AM_CA_EN_N_Sup_Brand_TM_Alpha_D_H&matchtype=e&utm_term=zendesk&utm_content=598844228779&theme=&gad_source=1&gad_campaignid=7993749347&gbraid=0AAAAADn4z6gHcJduDz_4dLVEw2Vc9I-lF&gclid=Cj0KCQjwrPHABhCIARIsAFW2XBOh1fGjHUcrDUDTaKTms6Qyrpi6Vo80Jj9_StfCFnEjiR_REi9zoZEaAjFjEALw_wcB)
</Info>
<Warning>
<Note>
We recommend that you **only link your Zendesk account with one bot**. Linking the same Zendesk account with multiple bots will raise an error and cause unexpected behaviour.
</Warning>
</Note>

<Steps titleSize="h3">
<Step title="Add the Zendesk Integration">
First, install the official Zendesk integration. Use the search bar to find and select the Zendesk Integration. Once found, install this onto your bot.
<Steps>
<Step>
In Botpress Studio, select **Explore Hub** in the upper-right corner.
</Step>
<Step title="Set up the Zendesk Integration">
Switch to the Zendesk admin center, and find the Zendesk API menu. Ensure you have both password and token access enabled.

You will then need to create a distinct API token. Copy this for later use.

Return to your bot's dashboard. Here you will need to input your organizational subdomain, your consistent Zendesk account email, and the copied API token. Ensure to save this configuration and activate the newly installed integration.
<Step>
Search for the **Zendesk** integration, then select **Install Integration**.
</Step>
<Step title="Install the HITL plugin">
Next, install the official HITL plugin. This will allow you to start HITL from any point in your Workflow.

1. Navigate back to Botpress Hub and search for the HITL plugin.
2. Select it, then select **Install Plugin**:

![Install HITL plugin](./assets/install-hitl-plugin.png)

3. In the **Configuration** menu, open the dropdown under **HITL integration**.
4. Select **Zendesk**.
5. Scroll down and select **Save**.

<Tip>
The **Configuration** section contains many optional fields. You can use these to customize your HITL experience.
</Tip>
<Step>
In the **Configuration** menu, select **Authorize Zendesk**.
</Step>
<Step title="Add the Start HITL Card">
Now, you can bring a live agent into the conversation anywhere in your Workflow:

1. Open a Workflow in Studio and create (or select) a Node.
2. Add the **Start HITL** Card:

<Frame>
<img
alt="Start HITL Card"
className="block dark:hidden"
src="./assets/start-hitl-card.png"
/>
<img
alt="Start HITL Card"
className="hidden dark:block"
src="./assets/start-hitl-card-dark.png"
/>
</Frame>

3. Fill in the required fields:

| Fields | Description |
| :----------------- | :---------- |
| **Ticket Title** | The name of the ticket created for the live agent. |
| **User ID** | The user ID associated with the ticket. Enter the `{{event.userId}}` variable to use the current user's ID. |
| **Conversation ID** | The conversation ID associated with the ticket. Enter the `{{event.conversationId}}` variable to use the current conversation's ID. |
<Step>
Follow the instructions to connect Botpress to your Zendesk account.
</Step>
</Steps>

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