# Zendesk

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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

{% stepper %}
{% step %}
In **Admin Center**, click **Apps and Integrations** in the sidebar, then select **APIs > Zendesk API**.
{% endstep %}

{% step %}
Click the **Add API Token** button next to **Active API Tokens**.
{% endstep %}

{% step %}
The token is generated and displayed.
{% endstep %}

{% step %}
(Optional) Enter an API token description.
{% endstep %}

{% step %}
Copy the token and store it securely. Once saved, the full token will never be displayed again.
{% endstep %}

{% step %}
Click **Save** to return to the Zendesk API page.
{% endstep %}

{% step %}
If you click the token to reopen it, a truncated version of the token will be displayed.
{% endstep %}
{% endstepper %}

#### Step 2: Connect Zendesk with LimeChat CRM

{% stepper %}
{% step %}
Copy and paste the **Username**, **Password**, and **API Token** into **Settings → Integrations → CRM Partners → Zendesk** on LimeChat HelpDesk.
{% endstep %}

{% step %}
Click the **Connect/Update** button to complete the setup.
{% endstep %}
{% endstepper %}

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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?

{% stepper %}
{% step %}
Navigate to **Tickets** in LimeChat CRM.
{% endstep %}

{% step %}
Open any ticket.
{% endstep %}

{% step %}
Once the integration is set up and live, users will see Zendesk under **'CRM Tickets'**.
{% endstep %}

{% step %}
Click the **+** icon → A form appears → Fill in the required details → Submit the form to create a Zendesk ticket.
{% endstep %}

{% step %}
Once created, a link to the Zendesk ticket will appear in the same section, allowing easy access.
{% endstep %}
{% endstepper %}

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