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Overview

The Zendesk app allows your agent to seamlessly integrate with Zendesk’s customer support platform, enabling automatic ticket creation and management during conversations. This integration is perfect for creating support tickets, updating customer information, and streamlining your support workflows directly through your agent.

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How to configure Zendesk

Step 1: Navigate to the Zendesk app In your Strada dashboard, navigate to the Apps section in the left sidebar, then locate and click on Zendesk to begin the configuration process. Step 2: Enter your subdomain Provide your Zendesk subdomain: Zendesk Configuration
  • Subdomain: Your Zendesk subdomain (e.g., yourcompany.zendesk.com)
Step 3: Initiate the connection Click the Connect button. This will redirect you to Zendesk’s authorization page. Step 4: Authorize Strada Voice On the Zendesk authorization page, review the requested permissions and sign in with your Zendesk account. Click Allow to grant Strada Voice the necessary access. Step 5: Verify the connection Once redirected back to Strada, you should see a confirmation that your Zendesk account is successfully connected. The connection should then show up on your list of Connected Apps.

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Available Zendesk Actions

Once connected, your agent can perform the following actions:

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During Conversations (In-Conversation Actions)

  • Create Ticket - Generate support tickets during live conversations

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After Conversations (Post-Conversation Actions)

  • Create Ticket - Create support tickets during or after the completion of a conversation
  • Update Ticket - Modify existing ticket information during or after conversations
See the In-Conversation Actions and Post-Conversation Actions documentation for detailed information on configuring Zendesk actions.

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Strada Workflows

Zendesk can be used in Strada workflows to automate follow-up processes:
  • Create Ticket - Create support tickets during or after the completion of a conversation
  • Update Ticket - Modify existing ticket information during or after conversations
  • Check Queue - Check the queue status in Zendesk

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Zendesk Permissions

Strada Voice requests the following permissions to integrate with your Zendesk account:
  • Create tickets: Permission to create new support tickets on your behalf
  • Read tickets: Access to view and update existing ticket information
  • Read user profile: Access to your basic profile information for ticket attribution
These permissions are essential for Strada Voice to perform the configured Zendesk actions effectively. You can review and manage these permissions within your Zendesk account settings.

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Security Best Practices

  • Keep your Zendesk API token secure and never share it publicly
  • Regularly rotate your API tokens for enhanced security
  • Monitor your Zendesk tickets to verify proper usage
  • Disconnect the integration if it’s no longer needed
  • Keep your Zendesk account secured with strong passwords and two-factor authentication