# Zendesk System Integration

This topic describes how to integrate your Zendesk system with the Aisera application. Aisera's Zendesk integration allows you to set up the Aisera software to gather data using your Zendesk authentication.

## Prerequisites

Collect the following information about the Zendesk System from the Zendesk Administrator before you integrate it with your Aisera platform.

<table><thead><tr><th width="319">Information</th><th width="389">Explanation</th></tr></thead><tbody><tr><td>Zendesk Public URL</td><td>The URL must be publicly accessible without having to login via the customer's VPN</td></tr><tr><td>Authentication Type</td><td>This is the type of  security/authentication being used to protect the Zendesk public URL. </td></tr><tr><td></td><td>Basic Auth<br><a href="https://developer.zendesk.com/api-reference/integration-services/connections/basic_authentication_connections/">Zendesk Basic Authentication</a></td></tr><tr><td></td><td>API Token<br><a href="https://support.zendesk.com/hc/en-us/articles/4408889192858-Managing-access-to-the-Zendesk-API">Generating a JSON Web Token</a></td></tr><tr><td></td><td>OAuth<br><a href="https://support.zendesk.com/hc/en-us/articles/4408845965210-Using-OAuth-authentication-with-your-application">Using OAuth</a></td></tr><tr><td>Data Source Function</td><td>Review the reason that you are using this data source with the Aisera platform, such as Ticket Learning, Knowledge Base Learning, ot Ticket creation.</td></tr></tbody></table>

### **Create a Service Account** for use with Zendesk.

Create a service account that can be used to pull data. You can provide either username/password or Username/Token.&#x20;

### Zendesk API Token

You can generate a Zendesk API token by going to this Zendesk documentation link: <https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token->

#### NOTE: Zendesk API Limitation

The **Zendesk Search API** has a known limitation - it only returns a maximum of 1000 results. This limitation can  lead to incomplete data ingestion for large knowledge bases.

To address this, our Zendesk Data Source connector now intelligently leverages the **Zendesk Articles API** when supported filtering parameters, such as label\_names or locale, are used in your data source configuration. The Articles API does not have this 1000-result limitation.

This enhancement ensures more comprehensive and reliable data ingestion of your Zendesk Knowledge Base articles, especially for large knowledge bases or when filtering by labels, by bypassing the Search API's result limit.

<br>

## To integrate your Zendesk System with Aisera

1\. Choose **Setting > Integrations** from the Aisera Admin UI.

2\. Click on  **+ New Integration** and search for Zendesk.

<div align="left"><figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FbUsMKArOom3VmPhCDnRi%2Finteg_zendesk.png?alt=media&#x26;token=db0ce616-3d4c-4078-8d92-ef0110371462" alt="" width="563"><figcaption></figcaption></figure></div>

3\. Select the **Zendesk** icon and click **Next**.

4\. Enter the following configuration details and click **Next**.

Where:

| Field       | Description                                                     |
| ----------- | --------------------------------------------------------------- |
| Name        | Type in a name for the integration                              |
| Endpoint    | Enter the Zendesk URL                                           |
| Public      | Specifies that the integration can be used outside the firewall |
| Description | Enter the description (Optional)                                |

5\. Enter the Authentication details:

Aisera’s Zendesk integration can be configured to connect to the Zendesk endpoint in one of two ways:

* Basic
* OAuth

These methods are described below.

#### **Basic**

Before you can use Basic authentication, a Zendesk Admin must provide the User (Service Account created above) the following permissions as part of the **Zendesk Agent Role** and **Staff Profile**.

* Tickets
* People
* Macros

6. After the User has been granted permissions, enter the following authentication details.

| Endpoint    | Enter the Zendesk URL                                               |
| ----------- | ------------------------------------------------------------------- |
| Username    | Enter the Zendesk username (create above with required permissions) |
| Accesstoken | Ente the Accesstoken                                                |

#### **OAuth**

To use the OAuth2, follow the instructions in the link below to generate the OAuth credentials:

<https://support.zendesk.com/hc/en-us/articles/203663836-Using-OAuth-authentication-with-your-application>

6. After you have generated the credentials, enter the authentication details below.

| Authorization URL | Enter the Zendesk URL   |
| ----------------- | ----------------------- |
| Client Id         | Enter the Client ID     |
| Client Secret     | Enter the Client Secret |
| Access Token URL  | Ente the Access Token   |