Introduction
PolyAI integrates with Zendesk Ticketing Solutions so that virtual agents can retrieve ticket information and update records in real time. Authentication uses API tokens with permission-based access.This is a managed integration. Prepare the credentials below, then contact your PolyAI account manager to complete setup.
How to Integrate Zendesk with PolyAI
To complete the integration, you will generate a Zendesk API token, identify the required authentication details, and provide them to PolyAI to finalise the connection.Step 1: Log in to Your Zendesk Account
- Log in to your Zendesk Admin Center
- Ensure you have permissions to manage API access (Admin role required)
Step 2: Enable API Token Access
If API token access is not already enabled:- In Zendesk Admin Center, navigate to:
Apps and integrations → APIs → Zendesk API - Enable Token access
- Save your changes
Step 3: Generate an API Token
- While still in Zendesk API settings, click Add API token
- Enter a descriptive name (for example,
polyai-integration) - Click Create
- Copy the generated API token securely
Step 4: Obtain the Required Authentication Details
Zendesk API authentication using an API token requires the following three pieces of information:1. Organisation URL
Your Zendesk organization URL follows this format:2. User Email Address
Use the email address of the Zendesk user who generated the API token. Example:3. API Token
The API token generated in Step 3. Zendesk uses Basic Authentication, where:- Username:
<email_address>/token - Password:
<api_token>
Step 5: Provide Credentials to PolyAI
Once you have collected all required information, provide the following details to PolyAI through integration page under your project:- Zendesk Organisation URL
- Zendesk User Email Address
- Zendesk API Token