指南
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.
本页内容
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.
1. Issue an API token
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.
2. Fill in the three required values
Open Console → Connections and pick the Zendesk card.
| Value | Where it comes from |
|---|---|
| Subdomain |
问题
Does an agent's reply come back into the chat?
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.
Why is an agent email needed as well as the token?
Zendesk authenticates a token against the user it belongs to. That pairing is what decides which agent a raised ticket is submitted as.
What happens when the credential is wrong or revoked?
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.
Can I point this at a sandbox first?