Guias
Turn a hand-off into a Zendesk ticket
Give the Console your subdomain, agent email and API token, and each request for a person arrives in your queue with the thread, page and requester.
Loading…
Guias
Give the Console your subdomain, agent email and API token, and each request for a person arrives in your queue with the thread, page and requester.
Busymate AI hands a conversation it cannot finish to Zendesk as a ticket, so the request joins the queue your agents already work — carrying the thread, the page the visitor had open and, where your site knows who they are, the requester filled in for them.
In Zendesk, open Admin Center → Apps and integrations → APIs → Zendesk API, switch to Settings, and choose Add API token. Describe it, then copy the value; Zendesk displays it once. A token authenticates as the agent whose address is paired with it, in the form <email>/token, so pick an agent account your team is content to see as the submitter.
No Zendesk app is installed and no authorization flow runs: an API token is the entire credential today. An OAuth app is planned, and the changelog will carry the news.
Open Console → Connections and pick the Zendesk card.
| Value | Where it comes from |
|---|---|
| Subdomain | The first label of your help desk address — for acme.zendesk.com, enter acme. |
| Agent email | The Zendesk user the token was issued to. |
| API token | The value you just copied. |
The token is kept write-only. The card shows its closing characters and nothing further, and pasting a replacement swaps it in place.
One optional setting decides where the work lands in your triage flow: new, open or pending. Left empty, new applies — the state most queues are worked from.
Send test ticket on the card runs everything at once: subdomain, agent, credential and status. A ticket shows up in your views in seconds. Use it on the first save and after every credential change.
Nothing else in your help desk is touched. Organizations, user profiles and custom fields stay exactly as your agents maintain them — there is no background sync of people.
For a visitor your site has identified, the assistant can read that person's existing record and their open tickets before replying — enough to say a request is already with your team. It is a read and never a write, and it is switched off for anonymous visitors.
Not today. The ticket is how your team picks the request up and answers it in Zendesk; the conversation itself is taken over from the Inbox instead.
Zendesk authenticates a token against the user it belongs to. That pairing is what decides which agent a raised ticket is submitted as.
The attempt fails and is retried with a widening gap. Queued work is held rather than discarded, so it completes once a working token is saved.
Yes. Enter your sandbox subdomain with a token issued there, check the result, then swap both for production values when you are satisfied.