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Zendesk Ticket Submission Through Voiceflow: A How-To 🧰

Introduction 🤖

This guide will walk you through the process of setting up a system where users can submit support tickets to Zendesk directly through a Voiceflow agent. This automation streamlines the support process and ensures a smooth experience for your users.

Capturing User Information 🕵️‍♀️

Before submitting a ticket, you need to gather essential information from the user. Here’s how:

  • Name Collection: Use a simple input block to ask the user for their name. Store this information in a variable named “name.”
  • Email Capture: Similarly, use an input block to collect the user’s email address. Store this in a variable named “email.”
  • Issue Description: Provide an input block for users to describe their issue in detail. Save this information in a variable named “issue.”

Utilizing the Zendesk Function ⚙️

Voiceflow’s marketplace offers pre-built functions to simplify integrations. Follow these steps:

  1. Access the Marketplace: Go to https://vo.com/functions and search for “Zendesk.”
  2. Download the Function: Select the “Create Zendesk Ticket” function and download it.
  3. Import to Voiceflow: In your Voiceflow project, navigate to the “Function” section and import the downloaded function.

Configuring the Function 🧰

Once imported, the function needs to be configured with your Zendesk credentials and ticket details:

  • Requester Name: Map this to the “name” variable you captured earlier.
  • Email: Map this to the “email” variable.
  • Subdomain: Enter your Zendesk subdomain (e.g., “yourcompany.zendesk.com”).
  • Zendesk Email: Provide your Zendesk account email address.
  • API Key: Find your Zendesk API key in your Zendesk account settings.
  • Subject: Set a default subject like “Chatbot Ticket” or allow for customization.
  • Priority: Define the ticket priority (e.g., “Medium”).
  • Body: Map this to the “issue” variable containing the user’s description.

Testing and Implementation 🚀

  • Test Thoroughly: Before deploying, run tests to ensure tickets are successfully created in Zendesk. Use the provided ticket ID to verify.
  • User Feedback: Upon successful submission, display a confirmation message to the user, including their ticket ID.
  • Error Handling: Implement an error message to be displayed if the ticket submission fails, advising the user to contact support directly.

Resources 📚

By following these steps, you can effectively automate ticket submission through your Voiceflow agent, enhancing your customer support workflow and user experience.

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