Overview
Integrate Zendesk with Telemetron to automatically create support tickets from escalated cases and use the Zendesk sidebar app to surface Telemetron customer data directly within the Zendesk agent interface.Prerequisites
- A Zendesk account with admin access
- A Telemetron account with admin permissions
Setup
Connect with Zendesk
Click Connect with Zendesk. You will be redirected to Zendesk to authorize the connection.
Authorize access
Review the permissions requested and authorize Telemetron to access your Zendesk account.
Configuration
Once connected, you can configure how cases are escalated to Zendesk tickets. The Zendesk sidebar app is automatically available to your Zendesk agents after the integration is set up.How It Works
With Zendesk connected, Telemetron provides two key capabilities:Ticket Creation
- Cases handled by the AI agent can be escalated to Zendesk tickets when they require human attention
- Tickets are created with full context from the Telemetron conversation, so your support team has all the information they need
Sidebar App
- The Telemetron sidebar app appears in the Zendesk agent interface
- It displays relevant customer data from Telemetron, including order history, product information, and previous interactions
- This gives your Zendesk agents immediate context without switching between tools
Troubleshooting
| Issue | Solution |
|---|---|
| Connection fails during authorization | Ensure you have admin access in Zendesk. Try again or use a different browser. |
| Tickets not being created | Verify the integration is still connected in Settings > Integrations > Zendesk. Try disconnecting and reconnecting. |
| Sidebar app not appearing | The sidebar app may need to be enabled in your Zendesk admin settings. Check Zendesk Admin > Apps > Manage to confirm it is installed and active. |