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.
Zendesk Public URL
The URL must be publicly accessible without having to login via the customer's VPN
Authentication Type
This is the type of security/authentication being used to protect the Zendesk public URL.
Basic Auth Zendesk Basic Authentication
API Token Generating a JSON Web Token
OAuth Using OAuth
Data Source Function
Review the reason that you are using this data source with the Aisera platform, such as Ticket Learning, Knowledge Base Learning, ot Ticket creation.
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.
Zendesk API Token
You can generate a Zendesk API token by following 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.
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.
3. Select the Zendesk icon and click Next.
4. Enter the following configuration details and click Next.
Where:
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
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:
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
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