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Zendesk Support Tickets

kapa provides an integration to pull tickets from your Zendesk help desk.

Step 1: Provide your helpdesk subdomain​

The helpdesk subdomain is the first part of the zendesk URL:

For https://kapaaihelp.zendesk.com/ the subdomain is kapaaihelp.

Step 2: Provide an admin email​

To give Kapa access to Zendesk, the email of an administrator user is required.

You can check your user role under View Profile, when clicking on your Avatar in the top right corner of your Zendesk dashboard. Then, the Role is shown on the left sidebar. It should say Administrator.

User Profile

Step 3: Provide an API token​

Finally, you need to generate an API token in Zendesk to give Kapa access rights.

Enabling API token access​

API token access is disabled by default. You must enable API token access in Admin Center before users can use API tokens.

To enable API token access

In Admin Center, click Apps and integrations in the sidebar, then select APIs > Zendesk API. In the Settings tab, enable token access.

Generating API tokens​

To generate an API token, you must be an administrator and API token access must be enabled in your account.

In Admin Center, click Apps and integrations in the sidebar, then select APIs > Zendesk API. Click the Add API token button to the right of Active API tokens. The token is generated and displayed.

Generate Token

Copy the token and paste it somewhere secure. When you click Save to close this window, the full token will never be displayed again.

Click Save to return to the Zendesk API page. If you click the token to reopen it, a truncated version of the token is displayed.

More detailed instructions can be found in the Zendesk support center

Step 4: Filter Zendesk tickets to optimize Kapa's performance​

There are filters available to restrict the tickets which will be pulled by Kapa. By default, all Zendesk tickets will be pulled.

To ensure you only include tickets that are valuable to help your users, there are several options to configure the Zendesk ticket ingestion:

  • Created after: Select from which date to ingest tickets
  • Ticket tags: Only include tickets with these tags
  • Agent groups: Only include tickets assigned to these agent groups
  • Priorities: Only include tickets with these priorities
  • Statuses: Only include tickets with these statuses
  • Types: Only include tickets of these types
tip

We recommend ingesting only closed tickets from the last 6-12 months to ensure recency. Consider excluding tags like "Billing" or other sensitive information. This approach helps optimize Kapa's performance and ensures the most relevant information is used to assist your users.