How it works
Your chatbot integrates with Zendesk to create an intelligent support workflow:AI ticket deflection
Answers common questions instantly, reducing ticket volume
Seamless escalation
Automatically hands off complex issues to human agents
Conversation sync
Syncs all interactions across Zendesk and SiteGPT
Performance analytics
Tracks deflection rates and conversation metrics
Prerequisites
Zendesk Suite account with Conversations API access
Admin privileges to create API keys and webhooks
A trained SiteGPT chatbot ready to deploy
This integration requires a Zendesk Suite plan. The Conversations API is not available on basic Zendesk Support plans.
Setup
1
Generate a Conversations API key in Zendesk
In Zendesk Admin Center, navigate to Apps and integrations → APIs → Conversations API.Click Create API key, enter a name (e.g., “SiteGPT Bot”), and click Next.Zendesk displays the App ID, Key ID, and Secret key. Copy both the Key ID and Secret key.
The Secret key is shown only once. Store it securely in a password manager.
2
Connect Zendesk to SiteGPT
In SiteGPT, go to Integrations → Zendesk and click Get Started.Paste the Key ID and Secret key from Zendesk, then click Connect.SiteGPT validates the credentials and provides a Callback URL. Copy this URL for the next step.
3
Create a webhook integration in Zendesk
In Zendesk Admin Center, go to Apps and integrations → Integrations → Conversations integrations.Click Create integration and configure:
- Name: SiteGPT Bot
- Webhook endpoint URL: Paste the Callback URL from SiteGPT
- Request method: POST
- Format: JSON
These options provide your bot with user details and device information for better responses.
4
Configure webhook subscriptions
Under Webhook subscriptions, select these events:Click Save. Zendesk displays a Webhook ID and Shared secret—copy these for your records.
- Required events
- Recommended events
- Conversation created - New conversations start
- Conversation message - New messages arrive
5
Add a messaging channel
In Admin Center, go to Channels → Messaging and click Add channel → Web Widget.Configure the channel:
- Name: SiteGPT Bot
- Integration: Select the integration you created
- Authentication: Configure as needed
- Pre-chat form: Optional (e.g., ask for visitor name)
6
Test the integration
Open a page with the Web Widget and send a test message (e.g., “What is SiteGPT?”).Zendesk forwards the message to SiteGPT via webhook, and your bot responds through the messaging interface.
If no response appears, verify the Callback URL is correct and “Conversation message” is enabled in webhook subscriptions.
Webhook events
Configure which Zendesk events trigger your bot in the webhook subscription settings: Essential for bot operation:- conversation.created- Start new conversations
- conversation.message- Receive new messages
- client.updated- Adapt to device changes
- user.updated- Use latest user information
- conversation.read- Track message engagement
- conversation.deleted- Clean up ended conversations
- user.merged- Handle account consolidation
More events provide better context but increase webhook volume.
Customization
In Zendesk:- Customize widget color and branding
- Configure welcome message
- Set up pre-chat form fields
- Define operating hours
- Update bot name and avatar in appearance settings
- Modify response tone in chatbot settings
- Configure conversation starters and quick replies
Advanced features
Ticket deflection analytics
Ticket deflection analytics
Measure your bot’s impact on support workload:Key metrics to track:
- Conversations handled by AI vs. escalated
- Average resolution time
- Customer satisfaction scores
- Most common questions
- Navigate to Chat History for conversation details
- Export data for custom analysis
- Identify knowledge gaps
- Use Explore to create custom reports
- Track ticket volume trends
- Monitor agent workload reduction
Aim for 40-60% deflection rate initially, improving to 70%+ with training.
Multi-language support
Multi-language support
Serve customers in their preferred language:
- Train your SiteGPT bot with multilingual content
- Enable language detection in chatbot settings
- Bot automatically responds in the detected language
- Zendesk tracks conversations by language
Custom escalation workflows
Custom escalation workflows
Create sophisticated handoff rules:Escalate based on:
- Specific keywords (e.g., “refund”, “cancel”, “complaint”)
- Low confidence scores (<70%)
- Number of messages without resolution (>5)
- User sentiment (negative tone detected)
- Business hours (escalate outside hours)
- Assign escalated conversations to specific agents
- Route by topic or department
- Set priority levels automatically
- Trigger custom workflows
Lead capture and qualification
Lead capture and qualification
Identify and qualify leads during conversations:
- Enable lead collection in SiteGPT
- Configure trigger keywords (e.g., “pricing”, “demo”, “enterprise”)
- Bot collects contact information when interest is detected
- Leads sync to SiteGPT and can be exported to your CRM
- Use Zapier to create leads in Zendesk Sell automatically
- Sync conversation history to lead records
- Track lead source and qualification status
Managing the integration
- Monitor performance
- Update your bot
- Disconnect
Track your Zendesk bot’s effectiveness:In SiteGPT:
- Navigate to Chat History for all Zendesk conversations
- Review response accuracy and user satisfaction
- Identify frequently asked questions
- Export conversation data for analysis
- Use Explore for custom analytics dashboards
- Track ticket deflection rates
- Monitor first response time improvements
- Measure agent workload reduction
Review performance weekly and update training data based on insights.
Troubleshooting
Bot not responding to messages
Bot not responding to messages
If your bot isn’t responding in Zendesk:Verify webhook configuration:
- Ensure the Callback URL in Zendesk matches the URL from SiteGPT
- Check that “Conversation message” is enabled in webhook subscriptions
- Confirm the webhook integration is active
- Verify the Key ID and Secret key are correct in SiteGPT
- Ensure the API key hasn’t been revoked in Zendesk
- Confirm your Zendesk plan includes Conversations API
- Send a test message through the Web Widget
- Check Zendesk webhook logs for errors
- Verify your SiteGPT bot has training data
Use Zendesk’s webhook testing tool to verify the endpoint is reachable.
Delayed responses
Delayed responses
If responses are slow:
- Normal delay: 2-5 seconds for AI processing
- Check training data: Large knowledge bases may take longer
- Verify webhook delivery: Check Zendesk logs for delays
- Test bot performance: Try a simple question to isolate the issue
Zendesk’s preview window may be slower than production. Test on your live site for accurate timing.
Webhook authentication errors
Webhook authentication errors
If you see authentication failures:
- Verify the Shared secret matches between Zendesk and SiteGPT
- Check that the webhook endpoint URL is correct
- Ensure the API key has necessary permissions
- Try regenerating the API key and reconnecting
After regenerating API credentials, update them in SiteGPT immediately.
Widget not appearing on website
Widget not appearing on website
If the Web Widget doesn’t load:
- Verify the widget script is correctly embedded in your HTML
- Check browser console for JavaScript errors
- Ensure the messaging channel is set to “Active” in Zendesk
- Test in an incognito window to rule out browser extensions
- Confirm your website allows third-party scripts
</body> tag.Conversations not syncing to SiteGPT
Conversations not syncing to SiteGPT
If conversations don’t appear in SiteGPT dashboard:
- Verify the integration is still connected
- Check that webhook events are being delivered
- Ensure “Conversation created” is enabled in subscriptions
- Review SiteGPT webhook logs for errors
Best practices
Start with high-confidence responses
Start with high-confidence responses
Build trust gradually:
- Set confidence threshold to 80%+ initially
- Let AI handle only clear, well-documented questions
- Monitor escalation rates and adjust threshold
- Gradually lower threshold as accuracy improves
- Week 1-2: 85% (conservative)
- Week 3-4: 75% (moderate)
- Month 2+: 65% (aggressive)
Optimize for ticket deflection
Optimize for ticket deflection
Maximize AI’s impact on support workload:Train on common tickets:
- Export top 50 ticket topics from Zendesk
- Add these topics to your SiteGPT training data
- Create Q&A pairs for frequent issues
- Update weekly based on new ticket trends
- Let AI handle tier 1 support (account questions, how-tos)
- Escalate tier 2+ issues (technical problems, bugs)
- Route sensitive topics (billing, refunds) to humans
- Use keywords to identify escalation needs
Aim to deflect 60-70% of tier 1 tickets within 3 months.
Maintain conversation quality
Maintain conversation quality
Ensure excellent customer experience:Monitor regularly:
- Review 10-20 conversations weekly
- Check for incorrect or unhelpful responses
- Identify confusing questions
- Update training data based on findings
- Enable feedback buttons in responses
- Track satisfaction scores
- Follow up on negative feedback
- Use insights to improve accuracy
- Identify the bot as AI in welcome messages
- Explain what the bot can help with
- Make escalation options visible
- Provide estimated human response times
Integrate with your support workflow
Integrate with your support workflow
Create a seamless AI-human handoff:For agents:
- Provide access to full conversation history
- Include AI confidence scores in escalations
- Show which knowledge base articles were used
- Enable agents to provide feedback on AI responses
- Maintain context during handoffs
- Avoid asking customers to repeat information
- Acknowledge AI limitations transparently
- Thank customers for patience during escalation
- Track deflection rates by topic
- Monitor agent workload reduction
- Identify training opportunities
- Measure ROI on AI investment
Secure your integration
Secure your integration
Protect customer data and maintain compliance:
- Store API credentials securely (use environment variables)
- Enable webhook signature verification
- Regularly audit API key permissions
- Rotate credentials every 90 days
- Monitor webhook logs for suspicious activity
- Comply with GDPR and data privacy regulations
- Document data handling procedures