Zendesk

Zendesk API Integration in Call Agent AI Assistant (Webhook Configuration)

Connecting Zendesk with Call Agent AI

This guide walks you through connecting your Call Agent AI assistant to Zendesk.

Once connected, every inbound support call handled by your AI assistant will automatically create a Zendesk support ticket.

This means:

• No more manual data entry

• Calls are logged and tracked

• Your team can follow up faster and more efficiently

Prerequisites

• A Zendesk account with Admin access

• A Call Agent AI account

---

Step 1 – Generate an API Token in Zendesk

1

Log in to your Zendesk account.

Log in here: https://www.zendesk.com/login/

2

In the left menu, click the gear icon (⚙) to open Admin Center.

3

Go to: Apps and Integrations → APIs → API Tokens

4

Click Add API Token.

5

Enter a description (e.g., Call Agent AI Webhook).

6

Click Save.

7

Copy and save the API token shown.

Important: You’ll only see this token once. If you lose it, you must create a new one.

---

Step 2 – Find Your Zendesk Subdomain

Your subdomain is the part before .zendesk.com in your Zendesk URL.

Example: If your dashboard URL is:

https://callagentai.zendesk.com/agent/filters/134944800000

Then your subdomain is:

callagentai

---

Step 3 – Create a Webhook in Call Agent AI

1

Log in to your Call Agent AI Dashboard.

2

Select the assistant you want to connect.

3

Click Preview → go to the Settings tab.

4

Click Webhooks → Create.

5

Set Method = POST.

6

In the URL field, enter:

https://<zendesk_subdomain>.zendesk.com/api/v2/tickets.json

Replace <zendesk_subdomain> with your actual subdomain.

Example:

https://callagentai.zendesk.com/api/v2/tickets.json

---

Step 4 – Add Headers for Authentication

You’ll now tell Zendesk who you are by adding headers.

1

Go to Headers → click Add.

• Key: Content-Type

• Value: application/json

2

Add another header:

• Key: Authorization

• Value: Basic <base64_encoded_string>

🔑 How to create <base64_encoded_string>

1. Format your login details like this:

[e-mail]/token:YOUR_API_TOKEN

• Replace [e-mail] with your Zendesk login email.

• Replace YOUR_API_TOKEN with the token from Step 1.

Example (before encoding):

[e-mail]/token:abcd1234APITOKEN5678

1. Go to base64encode.org.

2. Paste your string (from above) → click ENCODE.

3. Copy the encoded result.

Example (after encoding):

bXllbWFpbEBjb21wYW55LmNvbS90b2tlbjphYmNkMTIzNEFQSVRPS0VONTY3OA==

1. Use it in your header:

Key: Authorization
Value: Basic bXllbWFpbEBjb21wYW55LmNvbS90b2tlbjphYmNkMTIzNEFQSVRPS0VONTY3OA==

---

Step 5 – Test the Webhook with Sample Data

1

Go to the Body tab of your webhook.

2

Paste this sample payload:

{
  "ticket": {
    "subject": "Call Agent AI Test",
    "comment": {
      "body": "This is a test ticket."
    },
    "priority": "Normal",
    "requester": {
      "name": "John Doe",
      "email": "[e-mail]"
    }
  }
}

3

Click Test.

If successful, you’ll see a confirmation message.

4

Click Save.

---

Step 6 – Replace Sample Data with Real Identifiers

After testing, replace the sample payload with these identifiers so real call data is sent to Zendesk:

{
  "ticket": {
    "subject": "${Title_Of_Note}",
    "comment": {
      "body": "${Notes_Summary_Call}"
    },
    "priority": "Normal",
    "requester": {
      "name": "${Name}",
      "email": "${Email}"
    }
  }
}

Important:

• Do NOT click Test again after adding identifiers — doing so will break the webhook.

• Just click Save.

---

Step 7 – Final Check

1

Click Submit in the assistant’s setup to apply the changes.

2

Make a test call to your assistant.

3

In Zendesk, go to Tickets view → confirm a ticket was created automatically.

🎉 Done! Your Zendesk–Call Agent AI integration is live.