Setup Zendesk email and ticket automation
DeepConverse for Zendesk email and ticket automation allows you to build an AI and Automation layer to respond and handle tickets efficiently. The automation engine does the work of understanding the tickets and responding accordingly with macros, email templates and responses from knowledge articles.
Pre-requisties
Before configuring Zendesk we need to ensure that there are some steps completed in the DeepConverse dashboard.
Establish OAuth connection with your Zendesk instance
Create bot and workflows (these are the actions you want the bot to handle)
Configure connection to use for the bot
Execution Flow
At a high level this is the flow that gets executed
Customer creates a ticket in Zendesk
When the ticket is created a Zendesk trigger will get fired and notify DeepConverse with the relevant ticket information.
DeepConverse will make predictions and choose the workflow to execute
Workflow will update the ticket and if needed add a reply in the ticket as a comment.
Zendesk Setup and Configuration
Create a Webhook in Zendesk
You will need to add a webhook to inform DeepConverse of changes to tickets in Zendesk. The steps to do this in Zendesk are here -
Creating webhooks to interact with third-party systems
You can find the webhook url from the DeepConverse channels page.
Create a trigger in Zendesk
For DeepConverse to handle tickets we will need to add a trigger which will inform DeepConverse when tickets are created.
Navigate to Zendesk Admin Center > Objects and Rules > Triggers
Click Add Trigger
Fill out the trigger with the information below.
Name: DeepConverse Automation
Conditions
Meet ALL of the following conditions
Tags
contains none ofdc-automation-triggered
Ticket
isUpdated
Meet ANY of the following conditions
Channel
isEmail
(Add any other channels that you would like the trigger to run for)
Actions
Notify active webhook: DeepConverse Automation JSON Body:
Add tags:
dc-automation-triggered
Once the trigger has been Saved go back to the triggers screen.
Ordering of Triggers
To ensure that DeepConverse gets all the information needed for executing the Automation we will need to have the DeepConverse Automation trigger placed after some of the business rule triggers have been applied.
Follow the instructions here to reorder the trigger: Reordering and sorting triggers
Tags that are used by DeepConverse
Last updated