Zendesk Adapter

As customer expectations continue to evolve, support experiences must balance speed with empathy. AI-powered chatbots, leveraging rich knowledge sources, can resolve most routine queries efficiently. However, when issues become complex or require a human touch, a smooth transition to a live agent is critical.

The Zendesk Adapter in SUVA bridges this gap by enabling:

• Zendesk Chat Connectivity – Enables direct communication between SUVA and Zendesk Chat for context-aware transitions.

• Live Agent Transfer – Allows SUVA to escalate conversations to Zendesk support agents in real time.

Prerequisites

It's been assumed that you already have:

• A chatbot is already set up, or at least one conversation flow (story) exists in SUVA.

• An Account Key in place, and the Zendesk Adapter activated. For more info see Obtain Account Key and Activate Zendesk Adapter

Configuring Zendesk Adapter ensures that your users are never left without answers, whether it’s your chatbot leading the way or an agent stepping in. This guide is for teams using Zendesk who want to unify automated and human support within a one, comprehensive flow.

Integration Options

Authentication Key

This method was previously used to connect Zendesk Chat with SUVA. However, it is now deprecated. The recommended approach is using Live Agent Handover, which supports enhanced capabilities and broader use cases like case management.

1. Edit the agent from the list of added agents on the SUVA homepage and navigate to the Adapters tab.

2. Click on the Zendesk adapter from Handover Configuration.

   

3. Enter the Authentication Key of your Zendesk instance. Refer to this article on how to get the Zendesk Authentication Key: Obtain Account Key and Activate Zendesk Adapter .

   

4. Click Save.

You will now receive a connection successful message.

Live Agent Handover

The Live Agent Handover is a new method to transfer the chat to a live agent and case management.

1. Switch to the Live Agent Handover tab.

   

2. Enter the following details:

   • Instance URL: Enter the URL of your Zendesk instance.

   • App ID, Key ID, and Secret Key (for Sunshine Conversation APIs): Refer to the official Zendesk documentation to obtain these credentials.

     

3. Click Save after entering all required information.

Configuring Live Agent Transfer in Story Board

You can configure Live Agent Handover from Response Type - Adapters within the Story Board, typically as part of the Negative Feedback story.

For example:

If a user provides negative feedback, SUVA can automatically initiate a handoff to a Zendesk support agent, ensuring the issue receives personal attention.