Zendesk

This guide explains how to integrate Zendesk with ChatNode to leverage Zendesk data for your chatbot. Follow these steps carefully:

Step 1: Navigate to the Zendesk Integration Section

1. Log in to your ChatNode dashboard.
2. From the left-hand menu, click on "Data" under the specific bot you want to integrate.
3. Scroll down to Integrations and select Zendesk.
   
   

Step 2: Enter Your Zendesk Subdomain

1. Locate the Zendesk Subdomain field on the integration page.
2. Enter your Zendesk subdomain (e.g., yourcompany.zendesk.com).
3. Click the Connect button.
   
   

Step 3: Sign In to Your Zendesk Account

1. A login window will appear, prompting you to enter your Zendesk credentials.
2. Provide your email and password for the Zendesk account associated with the subdomain.
3. Click Sign In.
   
   

Step 4: Grant Permissions to ChatNode

1. After logging in, Zendesk will ask you to allow ChatNode to access your account.
2. Review the permissions being requested.
3. Click Allow to proceed.
   
   

Step 5: Data Import Starts Automatically

1. Once the permissions are granted, ChatNode will begin importing your Zendesk article data.
2. You’ll see a confirmation message that says, "Your Zendesk account is connected."
3. Close this tab to return to the ChatNode dashboard.
   
   

Step 6: Verify Integration

1. Back in ChatNode, navigate to the Trained section under Zendesk to ensure your data is properly imported.
2. Test your bot to confirm it can access the Zendesk data.

Notes:

• If you encounter any issues, double-check your Zendesk subdomain and credentials.
• Ensure you have the necessary permissions in your Zendesk account to allow integrations.

*Please note that if you update a file, you will need to re-upload it for the bot to fetch and reflect the changes.*

With these steps, your Zendesk integration should be successfully connected to ChatNode, enabling your bot to utilize Zendesk articles for better interaction with users.

Use Cases for Zendesk Integration in Your ChatBot

1. Providing Instant Answers with Knowledge Base Articles

• Leverage Zendesk's articles to enable your chatbot to respond quickly to customer inquiries.
• Improve user experience by giving detailed, accurate, and relevant information directly from your Zendesk knowledge base.
• Example: A user asks, "How do I change my password?" The chatbot retrieves and shares a step-by-step guide from Zendesk.

2. Enabling Self-Service Support

• Empower users to resolve their own issues by guiding them to Zendesk articles.
• Minimize the need for live agent involvement by making detailed troubleshooting guides accessible.
• Example: For queries like "What is your return policy?", the bot can share a link to the article explaining the policy.

3. Proactive Support Suggestions

• Configure the chatbot to analyze user input and suggest Zendesk articles before users ask.
• Reduce the time it takes for users to find solutions by proactively addressing potential issues.
• Example: When a user types, "I’m having trouble logging in," the chatbot can suggest the article titled "Troubleshooting Login Issues."

4. Supporting Internal Teams

• Use Zendesk data to train internal bots for team support, such as retrieving policies, procedures, or IT troubleshooting guides.
• Enhance productivity by making internal knowledge readily available through the chatbot.
• Example: A team member asks, "What is the procedure for filing an expense report?", and the bot retrieves the relevant Zendesk article.

5. Reducing Support Team Workload

• Automate simple, repetitive support tasks by enabling the chatbot to handle common queries using Zendesk articles.
• Free up support agents to focus on complex issues, improving overall efficiency.
• Example: The chatbot handles inquiries like "How can I track my order?", while agents address more intricate problems.