Set Up Zendesk API Integration with Manifest AI

This guide provides step-by-step instructions on how to set up Zendesk API integration with Manifest AI. By following these steps, users can seamlessly connect Zendesk with Manifest and configure Zendesk as an agent handover channel. This integration allows for ticket creation on Zendesk when customers request to talk to an agent, and provides a smooth transition between the AI chatbot and human support. Overall, this guide is essential for users looking to integrate Zendesk with Manifest AI for efficient customer support.

Manish Datta
34 steps
3 minutes

Getmanifest

Zendesk

Shopify

Connecting ZenDesk with Manifest

Navigate to [https://dashboard.getmanifest.ai/integrations](https://dashboard.getmanifest.ai/home)

Click on 'Add' icon next to ZenDesk

Click on 'Add integration'. You'll need your "ZenDesk sub-domain", "API key" and your ZenDesk admin email ID

Enter your ZenDesk sub-domain. You'll find this in the URL of your ZenDesk

Please make sure you enter the sub-domain part only, i.e. please don't include ".zendesk.com" after your input

Switch to you ZenDesk dashboard. Click "Apps and integrations" in the side bar

Click "Integrations"

Click "Zendesk API"

Click "Add API token"

Add an API token description for your reference (for example: Manifest)

Copy the API token generated

Click "Save"

Switch to your Manifest dashboard. Enter the API copied earlier

Finally, enter the email ID used to create the ZenDesk account in the "Email ID" field

Click on "Add app"

ZenDesk has now been successfully integrated with your Manifest account

Configuring ZenDesk as a agent handover channel

Go to the "Customise" tab on your Manifest dashboard

Click "Agent handover"

You would see that ZenDesk is marked as "Connected". Scroll down to manage your business hours & which channels are active during & outside of business hours. In this example, we want to keep ZenDesk active during business hours. Click on the edit icon next to "Agent handover flow during business hours"

Select ZenDesk

Click on "Save".

Save & publish your changes

Ticket creation on ZenDesk when customers ask to talk to an agent

You can now test the integration on your Shopify website (if Manifest has been published)

When customers are taking with Manifest & the want to talk to a human agent, ZenDesk would be shown as an available agent handover flow

In this example, we have a conversation about shipping policies & then choose to talk to an agent

Customers would see an option to "Raise a ticket" on ZenDesk

Customers would get a summary of the conversation they've had so far. They can also add more details if required

Customers can add details in the 'Additional details' field which is shown after they click on "I want to add more details"

Click "Submit"

Customers would then be asked to enter their email

Once customers submit their email, the ticket is created & the ticket number is shared with customers for their reference

The tickets created on ZenDesk would be visible on your ZenDesk Support portal (Agent workspace)

You can click on the ticket to view more details

The ticket contains the conversation history along with the summary & additional details added by the customer to make sure your agents have context about the customer inquiry

You can respond to customers from ZenDesk to help them with resolution