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Adding a Zendesk Bot

Kore.ai provides integration for a built-in Zendesk Bot that you can use to display message notifications and execute tasks directly from the Kore.ai Messenger application. To use the Zendesk Bot, you just need to add the Bot to Kore.ai Messenger, and then configure the settings for the Bot, such as authentication to access Zendesk, and the notification messages that you want. This topic describes the Zendesk built-in Bot for Kore.ai Messenger. For more information about other Kore.ai Bots, see Adding Bots.

About the Kore.ai Bot for Zendesk


Zendesk
is a cloud-based customer service platform that includes ticketing, self-service options, and customer support features. This Bot alerts you to ticket updates and lets you create, update, and comment on tickets.

Integration Type Web Service – Connect to this Bot using a web service integration where Kore.ai polls the service for updates based on a specified interval.
Webhook – Connect to this Bot using a webhook integration where the web application pushes message notifications in near real time.
Category Customer Support – This Bot is available in the Kore.ai application in the Customer Support category.
Channels Kore.ai – This Bot is available in the Kore.ai Messenger application.
Spark – This Bot is available in the Cisco Spark application.

Configuring Zendesk 

Zendesk is a Bot which can be configured as a webhook or a web service. Both types of integration offer similar tasks and requires a Zendesk account. A webhook integration provides near real-time message notifications to your Kore.ai Messenger account. As soon as an event occurs in yourZendesk application, Zendesk immediately informs Kore.ai at the webhook URL specified. This differs from a Zendesk web service where Kore.ai connects to Zendesk using your Zendesk account credentials to check for messages based on the time interval that you specify for the Bot task.

 Configuring Webhook

To configure a Zendesk webhook for Kore.ai, you must have a Zendesk account with administrator access as well as API access to configure a webhook. If you don’t, you’ll need to contact the Zendesk system administrator for your company. For more information, see the Getting Started with Zendesk.

To get started configuring the webhook in Zendesk, you’ll need two things:

  1. The Kore.ai webhook URL provided when you set up an alert in your Kore.ai Messenger account for each alert that you want to enable in Zendesk.
  2. A valid Username and Password for an account with Zendesk API access.

The webhook URL is account-specific and cannot be transferred to any other account. This means that if you configure a Zendesk webhook using a test account, you will have to recreate the alert and get a new webhook URL to configure in Zendesk. The following URL is an example webhook URL.

https://app.kore.com/hooks/c6089802f36250c179dcb1aa29afd24c

This procedure describes the steps in Zendesk to configure a webhook using a Kore.ai webhook URL endpoint.

  1. Log on to the Zendesk admin console and then click the Admin ZendeskSettingsIcon Icon. The Admin home navigation menu is displayed.
  2. In the Settings section, click Extensions.
  3. On the Extensions page, on the Targets tab, click Add Target.
  4. On the Select Target to Add page, click URL Target.
  5. On the URL Target page, set the following properties:
    1. Title – The name of your url target in Zendesk.
    2. URL – Enter the Kore.ai webhook URL for the alert and then append the link with the following parameters:
      ?Link={{ticket.link}}&RequestedBy={{ticket.requester.name}}&Status={{ticket.status}}&Ticket={{ticket.id}}&Issue={{ticket.title}}&Priority={{ticket.priority}}&IssueType={{ticket.type}}&TicketAssignedTo={{ticket.assignee.name}}&Tags={{ticket.tags}}&CreatedOn={{ticket.created_at_with_timestamp}}&LastUpdatedOn={{ticket.updated_at_with_timestamp}}&LastComment={{ticket.latest_comment}}&external_id={{ticket.requester.external_id}}&Rating={{satisfaction.current_rating}}&RatingComment={{satisfaction.current_comment}}&CurrentUser={{current_user.name}}
    3. Method – Set to POST.
    4. Attribute Name – Type “value” (without quotes)
    5. Basic Authentication – Leave blank.
  6. Next to the Submit button, change the selector box to Create target, and then clickSubmit. The URL target is saved and ready to be associated with a Zendesk trigger.
  7. On the Zendesk left navigation menu, in the Business Rules section, click Triggers.
  8. On the Triggers page, click Add Trigger.
  9. In the Trigger title field, enter the name of the trigger in Zendesk.
  10. In the Meet any of the following conditions field, select Ticket is… and Updated in the selector boxes.
  11. In the Perform these actions field, select Notifications: Notify target and in the second selector box, choose the URL Target that you created in step 5.
  12. In the Message field, add empty braces as shown below.
    {}
  13. Next to the Submit button, set the selector box to Create Trigger, or if a trigger already exists, select Update, and then click Submit.

For more information, see Ticket Updates and Triggers in the Zendesk documentation.

To setup message real-time notifications to your Kore.ai Messenger account using a Zendesk webhook, click , click Get notified when… , and then select Instant Ticket Update. Click Activate in the Setup Task dialog, and then:

  • Copy and save the URL, or click Email Instructions to send the URL to an email account. Your Zendesk administrator will need the Webhook URL, so you should email the instructions to yourself, and then forward to your system administrator for more action. For more information, see Configuring Zendesk Webhooks.
  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then click Finish.

Configuring Web Service

To configure web service tasks, you need to add the Zendesk Bot from the Bot Store in the Kore.ai Messenger application, and then setup the task.

To setup a Zendesk task, click Connect to Zendesk, enter the Zendesk URL for your company, for example, MyCompanyName.Zendesk.com, your Zendesk account user name (not your email address), your password, and then press Enter.

After you are connected, you can perform tasks for Zendesk directly from the Kore.ai application and setup message notifications to get notified in the Kore.ai application when an event occurs in Zendesk.

The following table describes Zendesk tasks that you can integrate with Kore.ai Messenger.

TASK TO CONFIGURE THIS TASK…
Add Comment In the Perform Task dialog,

  • select a Ticket
  • enter a Comment
  • and then click Submit.

In a team room, you can enter @zendesk addcommenttkt Bot command to invoke and configure this task.

Assign Ticket In the Perform Task dialog,

  • select a Ticket
  • select an Assignee
  • and then optionally enter a Comment.

In a team room, you can enter @zendesk assigntkt Bot command to invoke and configure this task.

Create Ticket In the Perform Task dialog,

  • enter a Subject
  • enter a Description
  • set a Priority
  • select a Type
  • and then click Submit.

In a team room, you can enter @zendesk createtkt Bot command to invoke and configure this task.

Modify Ticket Status  In the Perform Task dialog,

  • select a Ticket
  • select a Status
  • and then click Submit.

In a team room, you can enter @zendesk updatetkt Bot command to invoke and configure this task.

You can also setup message notifications to your Kore.ai Messenger account using a Zendesk web service. To configure the Ticket Update message notification, in the Setup Task dialog, click , click Get notified when…, click Ticket Update, and then:

  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • optionally customize the interval for message notifications in the Check for updates… section
  • and then click Finish.

Next Steps

After Zendesk is configured as webhook or web service, when any of the events occur in Zendesk, a message is displayed on the Bots page for your Kore.ai Messenger account.

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