Our approach is to integrate natively with Zendesk Support. This means the bot needs an admin account in Zendesk Support to act as your virtual agent. This article includes the preparation needed before connecting your bot to Zendesk Support.
The preparation involves:
If you already have a virtual agent with us working in Zendesk, you can use the same Zendesk account for your ticket bot and just connect the ticket bot to that account.
Creating an email for your bot
Every account in Zendesk must be registered with a unique email (an email that’s not been used with another Zendesk account).
We suggest creating a unique company email for your virtual agent. You will need to log in to Zendesk as the virtual agent to finish connecting your bot to Zendesk Support, so make sure you have access to the virtual agent's email and have the login credentials ready for that.
Creating an admin account for the bot in Zendesk
With the unique company email, you created for the virtual agent, create an admin account for the virtual agent in Zendesk.
If you are not sure how to do this, here is Zendesk’s article on adding an agent or admin.
Continue to Connecting your bot to Zendesk Support.