Zendesk

Streamline ticket management by syncing statuses, automating resolution tracking, and managing conversations directly from LimeChat CRM.

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Introduction

LimeChat seamlessly integrates with Zendesk, enabling users to:

• Fetch ticket status using Zendesk's API for automating ticket resolution tracking in LimeChat's Helpdesk.

• Raise and edit tickets directly via Helpdesk.

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1. How to enable/setup Zendesk Integration

Step 1: Generate an Authentication Token

To use the APIs, an Authentication Token must be generated using the following credentials:

• USERNAME

• PASSWORD

• TOKEN

Steps to Generate an API Token

1

In Admin Center, click Apps and Integrations in the sidebar, then select APIs > Zendesk API.

2

Click the Add API Token button next to Active API Tokens.

3

The token is generated and displayed.

4

(Optional) Enter an API token description.

5

Copy the token and store it securely. Once saved, the full token will never be displayed again.

6

Click Save to return to the Zendesk API page.

7

If you click the token to reopen it, a truncated version of the token will be displayed.

Step 2: Connect Zendesk with LimeChat CRM

1

Copy and paste the Username, Password, and API Token into Settings → Integrations → CRM Partners → Zendesk on LimeChat HelpDesk.

2

Click the Connect/Update button to complete the setup.

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2. Scope of integration

Features and Capabilities:

1. Ticket Creation from LimeChat CRM

   • Users can create a Zendesk ticket using existing ticket values in LimeChat CRM.

2. Conversation Sync

   • When a Zendesk ticket is created, a dump of the LimeChat conversation is shared with the ticket.

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3.How to Create Tickets?

1

Navigate to Tickets in LimeChat CRM.

2

Open any ticket.

3

Once the integration is set up and live, users will see Zendesk under 'CRM Tickets'.

4

Click the + icon → A form appears → Fill in the required details → Submit the form to create a Zendesk ticket.

5

Once created, a link to the Zendesk ticket will appear in the same section, allowing easy access.

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