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Zendesk and Score Integration

A guide on setting up our integration with Zendesk

Overview

Score offers an Zendesk App which can be installed into your Intercom workspace.

This app allows for a real-time sync between Zendesk tickets and customer conversations in Score. You will be able to:

  1. Configure which tickets get automatically pulled into Score on the basis of their channel and status.

  2. Filter conversations in Score by ticket fields from Zendesk as configured in your Score organization settings.

How to setup the integration

  1. Inform your sales executive that you would wish to have Zendesk enabled for your organization in Score.

  2. Once enabled, you can visit your "Integrations" settings under "Data" on the "Settings" page.


    Click on the "Zendesk" integration which should be enabled and showing a grey "Inactive" label on it once the application is installed.


  3. Input the following credentials required by Score AI to integrate with your Zendesk account:

    • Subdomain: This is the part of your Zendesk URL that comes before ".zendesk.com". For example, if your Zendesk URL is "https://your-company.zendesk.com", your subdomain is "your-company".

    • Username: The username of the user who will be generating the API Token. This user must be of role "Administrator" on Zendesk.

    • API Token: The token generated in Zendesk's settings. Follow this help article from Zendesk which can assist you in creating the API token.


  4. Once the credentials are saved, you will be shown all the available settings that Score AI uses to bring your desired tickets in as conversations to be audited.


    If you need any assistance understanding these settings or are you unable to find a setting here which you would like to see, then reach out to your point-of-contact at Score AI or to help@usescore.ai with your request.

  5. Once the settings are updated, you will continue to see the integration as "Inactive" until you reach out to us to enable it for you. This is done because the Zendesk integration is currently in Beta and may require our technical team to review it before enabling it for your Score AI organization. Please contact your point-of-contact once the settings are updated.