Zendesk Ticketing Solutions

Connect your PolyAI agent to Zendesk for ticket lookup, creation, and updates using API token authentication.

PolyAI integrates with Zendesk Ticketing Solutions so that virtual agents can retrieve ticket information, create tickets, and update records in real time. Authentication uses API tokens with permission-based access.

This is a managed integration. Prepare the credentials below, then contact your PolyAI account manager to complete setup.

How to Integrate Zendesk with PolyAI

To complete the integration, you will generate a Zendesk API token, identify the required authentication details, and provide them to PolyAI to finalise the connection.

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Step 1: Log in to Your Zendesk Account

1. Log in to your Zendesk Admin Center
2. Ensure you have permissions to manage API access (Admin role required)

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Step 2: Enable API Token Access

If API token access is not already enabled:

1. In Zendesk Admin Center, navigate to:
   Apps and integrations → APIs → Zendesk API
2. Enable Token access
3. Save your changes

For detailed instructions, refer to Zendesk’s guide on managing API token access.

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Step 3: Generate an API Token

1. While still in Zendesk API settings, click Add API token
2. Enter a descriptive name (for example, polyai-integration)
3. Click Create
4. Copy the generated API token securely

The API token is displayed only once. Store it securely, as it cannot be retrieved later.

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Step 4: Obtain the Required Authentication Details

Zendesk API authentication using an API token requires the following three pieces of information:

1. Organisation URL

Your Zendesk organization URL follows this format:

https://<your-subdomain>.zendesk.com

Example:

https://acme.zendesk.com

2. User Email Address

Use the email address of the Zendesk user who generated the API token.

Example:

[e-mail]

3. API Token

The API token generated in Step 3.

Zendesk uses Basic Authentication, where:

• Username: <email_address>/token
• Password: <api_token>

Reference: Zendesk API authentication

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Step 5: Provide Credentials to PolyAI

Once you have collected all required information, provide the following details to PolyAI through integration page under your project:

• Zendesk Organisation URL
• Zendesk User Email Address
• Zendesk API Token

These credentials allow PolyAI to securely connect to your Zendesk instance and complete the integration.

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Support

If you encounter issues generating the API token or identifying the required details, please contact your Zendesk administrator or your PolyAI representative.

Related pages

Zendesk Talk

Route calls through Zendesk Talk.

Managed services

Other managed integrations requiring account manager setup.