Connect Zendesk to B6AI

Overview

The Zendesk integration keeps your helpdesk as the system of record while B6AI handles the front line. When a bot can’t fully resolve an issue, it can open or update a Zendesk ticket and hand off with full context.

This means every escalation is captured, searchable and reportable in Zendesk, nothing falls through the cracks.

What you can do with Zendesk

Once connected, your bots and agents can use Zendesk inside conversations and automations. Typical uses include:

1. Create a support ticket automatically when a bot escalates an issue.
2. Add public replies or internal comments (including the conversation transcript) to existing tickets.
3. Look up a ticket’s status by ID or by the customer’s email and report it back in chat.
4. Set priority, tags and the target Zendesk group so tickets route correctly.
5. Update ticket status (e.g. solved) when a conversation resolves.

How the integration works

B6AI calls the Zendesk REST API against your subdomain (yourco.zendesk.com). You can authenticate with an API token (Basic auth using an agent email plus the token) or with OAuth 2.0 for consented, revocable access.

Every call acts with the permissions of the agent the credentials belong to, so scope that agent’s role carefully. Credentials are stored encrypted at rest.

Prerequisites

Make sure all of the following are in place before you start. Each one is required, skipping any will cause the connection to fail later.

1. A Zendesk Support account on a plan that includes API access.
2. Administrator access to enable token access or create an OAuth client.
3. Your Zendesk subdomain (the “yourco” in yourco.zendesk.com).
4. An agent account with permission to create and update tickets (the API acts as this agent).
5. The Enterprise Admin role in B6AI.

Create or prepare your Zendesk account

If your organization does not already use Zendesk, create an account first. Existing customers can skip to the next step.

1. If you don’t have Zendesk, sign up at zendesk.com and complete onboarding.
2. Note your subdomain from the URL you sign in at (https://<subdomain>.zendesk.com).
3. Confirm your plan includes API access (most paid plans do).

Choose a connection method

B6AI supports more than one way to connect Zendesk. Pick the one that fits your organization’s policies, the rest of this guide works for either.

Generate your Zendesk API token (or OAuth 2.0 credentials)

B6AI authenticates with Zendesk using your Zendesk API token (or OAuth 2.0 credentials). Follow these steps exactly, each field you copy here is entered into B6AI later.

1. In Zendesk, open Admin Center (the gear icon) → Apps and integrations → APIs → Zendesk API.
2. Turn Token access ON.
3. Click Add API token, give it the description “B6AI”, then Copy the token now, Zendesk shows it only once.
4. Note the email address of the agent/admin the API will act as.
5. Note your subdomain from the sign-in URL.

Required permissions & scopes

Grant only the scopes below. Each one maps to a specific B6AI capability; requesting fewer reduces risk and speeds up any review your Zendesk administrator performs. The table explains exactly what each scope allows and why it is needed.

Finish configuration inside Zendesk

Complete these steps in the Zendesk console before connecting B6AI, so the credentials are fully active.

1. Keep Token access enabled while the integration is in use.
2. Consider creating a dedicated agent (for example “B6AI Bot”) with a role limited to ticket create/update, and generate the token as that agent.
3. If you chose OAuth, register the B6AI redirect URL in your Zendesk OAuth client.

Connect Zendesk in B6AI

Now enter your credentials in B6AI. Signed in as an Enterprise Admin, open Settings → Integrations, find the Zendesk card and click Connect, then complete the form. Every field is explained below.

1. In B6AI, open Settings → Integrations → Zendesk.
2. Choose API token or OAuth.
3. Enter your subdomain, the agent email and the API token (or complete the OAuth consent).
4. Optionally set a default group and priority for tickets B6AI creates.
5. Click Save: B6AI runs a test read to validate access.

{
  "provider": "zendesk",
  "subdomain": "yourco",
  "email": "support-bot@yourco.com",
  "api_token": "…",
  "default_group": "Tier 1 Support"
}

Verify the connection

Confirm the integration is live before you rely on it in a bot.

1. Confirm the Zendesk card shows “Connected”.
2. Run the built-in test: it creates a test ticket.
3. Open Zendesk and confirm the test ticket exists with the expected group and priority.
4. Delete the test ticket once you’ve confirmed it.

Troubleshooting

If the connection fails or an action does not work, match the symptom below to its cause and fix.

Limitations & rate limits

Keep these constraints in mind so your bots behave predictably at scale.

1. API rate limits vary by Zendesk plan, trial and lower tiers allow fewer requests per minute.
2. Some ticket fields and features require specific Zendesk plans.
3. API-token calls act with a single agent’s permissions, so scope that agent carefully.

Security best practices

1. Grant only the scopes and permissions listed above, never request more “just in case”.
2. Rotate your Zendesk API token (or OAuth 2.0 credentials) on a regular schedule, and immediately if you suspect exposure.
3. Restrict the Enterprise Admin role (which manages integrations) to a small, trusted group.
4. Prefer a dedicated service account or bot user over a personal login, so access survives staff changes.
5. Review the integration’s activity in the B6AI Activity Logs periodically for unexpected calls.
6. Disconnect the integration the moment a credential leaks; then rotate it in Zendesk before reconnecting.

Recommendations

1. Test against a sandbox or non-production Zendesk account before connecting live data.
2. Document which bots and flows depend on this integration so changes are predictable.
3. Set a recurring reminder to review scopes and rotate credentials.
4. Enable only the capabilities you actually use today; you can widen scopes later.