Zendesk Service

Zendesk is a cloud-based customer service platform designed to improve communication between an organization and its customers. Zendesk Service helps to keep businesses in sync and delivers an omnichannel customer experience. This document describes how to connect IBM watsonx Orchestrate to Zendesk Service and use its skills on watsonx Orchestrate.

Before you begin

Before you connect watsonx Orchestrate to Zendesk Service, make sure that you have a Zendesk Service account. If you don't have a Zendesk Service account, you can create one here.

Connecting to Zendesk Service

Connect to the app according to the credential type that you or your team want to use.

If you want to connect the app to the Orchestrate Agent skill set, skill sets from AI assistants, or the Team skill set with Team credentials, refer to Managing app connections.

If you want to connect to the app to the Personal skill set or the Team skill set with Member credentials, refer to Connecting to apps.

Configuring the connection on watsonx Orchestrate SaaS

To connect watsonx Orchestrate to Zendesk Service, complete the following steps:

  1. Click Connect app.
  2. In the Subdomain, enter your Zendesk subdomain. Get the Zendesk subdomain in the URL address that you use to access your Zendesk account. For example, if the URL address is "example.zendesk.com", then the subdomain is "example". For more information, see Getting the connection values: Subdomain.

It redirects you to sign in to a Zendesk Service account to permit watsonx Orchestrate to access that account. After you accept, watsonx Orchestrate connects to it automatically.

Note:
  • If you already have an active Zendesk connection in your browser, that connection is used for the authentication. Log out of the active connection to connect to a different Zendesk account.
  • The icon A green check icon appears to show that the app is connected. indicates that the connection was successfully established.

Configuring the connection on watsonx Orchestrate on-premises

To connect watsonx Orchestrate to Zendesk Service, complete the following steps:

  1. Click Connect app.
  2. In the Subdomain, enter your Zendesk subdomain. Get the Zendesk subdomain in the URL address that you use to access your Zendesk account. For example, if the URL address is "example.zendesk.com", then the subdomain is "example".
  3. In the Access token, enter the Zendesk access token. Generate the access token from the application client ID and client secret.

For more information on getting the connection values, see Getting the connection values.

Note: The icon A green check icon appears to show that the app is connected. indicates that the connection was successfully established.

Getting the connection values

Follow the steps to get the connection values to connect watsonx Orchestrate to Zendesk Service.

Subdomain

For instructions on getting your Zendesk subdomain, see Where can I find my Zendesk subdomain? on the Zendesk Help page.

Access token

For instructions on getting the access token from Zendesk Service, see Get an access token from Zendesk on the Zendesk Help page.

What to do next

After you connect to the app, you can use the Zendesk Service skills. For more information see, Using the chat.

To learn about the available skills, see List of prebuilt apps, skills and skill flows.

Parent topic:

→ Connecting to apps