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Integrating chatbot application with zendesk APIs.

  • May 31, 2022
  • 1 reply
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M
  • Our application is for implementing chatbots for business called widebot, In our application there's a feature called transfer to live agent that the bot can transfer the user to talk to an human through zendesk, so we are trying to integrate with zendesk but we are facing 2 issues:
  1. when bot transfers user to zendesk and open a ticket to the user its working well, but when the live agent closes the ticket (sign ticket as solved), so user returns back to the bot in our applicattion, zendesk re-open the ticket so user cant be transfered back to the bot. What we need here from zendesk to releaze the thread, or zendesk send a hook for the secondary application (to detect that the ticket is solved). 
  2. We are looking for REST APIs for the messaging (Send/Receive), we found only web SDK including the chat wedged, but we need it for a server to server integration

Hopefully you could return back to us as soon as possible, its an urgent matter, it would be better to schedule a meeting with zendesk product team and development team.

 

We had submitted a ticket before, ticket ID: 10433158

    1 reply

    Eric27
    • Eric27
    • June 3, 2022

    Hey Mariam,

    1. The most common way that this scenario is handled is by utilizing a webhook that you could have fire on ticket solve to your application alerting it of the status change. 

    2. For creating a server to server integration -  I'd suggest looking into using Sunshine conversations as it's the engine behind our new messaging SDK's.

    In regards to your request to schedule a meeting. I'd reach out to your account executive to see if this is something that they could facilitate on your behalf.  

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