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Zendesk Integration

How to Connect Zendesk to NIVA — Complete Integration Guide

5–10 minutes Easy 6 steps

NIVA connects to Zendesk via the REST API v2 using API Token authentication, giving your AI bot live read and write access to your support desk. Once connected you can enable individual components — Tickets, Users, Organizations, Groups — and control exactly which operations the bot can perform. Let your bot answer ticket status questions, create new tickets, reply to customers, and escalate automatically — without a human agent touching the keyboard.

What your bot can do after connecting
Tickets
Create, search, update and reply to support tickets
  • "Show me all open high-priority tickets"
  • "Find tickets assigned to agent ID 12345"
  • "Create a ticket: Password reset request, priority high"
  • "Update ticket #99 to solved"
  • "Reply to ticket #99: Issue has been resolved"
Users
Customers and agents — search, look up and create
  • "Find user with email jane@acme.com"
  • "Show details for user ID 54321"
  • "Create a user: Jane Smith, jane@acme.com"
  • "Which organization does user 54321 belong to?"
Organizations
Customer organizations — search and look up
  • "Search for organization Acme Corp"
  • "Show organization ID 11111"
  • "What domains are linked to org 11111?"
Groups
Support groups — read-only listing
  • "List all support groups"
  • "What groups are configured in Zendesk?"
Before you begin
Zendesk account (Support plan required for API access)
NIVA botmaster account with active bot
Zendesk admin access to generate an API token
Step-by-step setup

Enable API Access and Generate a Token

  • Log in to Zendesk as an Administrator
  • Go to Admin Center (grid icon in the top bar)
  • Navigate to Apps and integrations → APIs → Zendesk API
  • Under Settings, ensure Token access is enabled
  • Click Add API token
  • Enter a description (e.g. "NIVA Bot") and click Create
  • Copy the token immediately — it is only shown once
API token access is per-agent. The token is associated with the email you use in the next step.

Find Your Zendesk Subdomain

  • Look at your Zendesk URL in the browser address bar
  • It will be in the form https://yourcompany.zendesk.com
  • Your subdomain is yourcompany only — not the full URL

Connect Zendesk in NIVA Botmaster

  • Open your NIVA botmaster → ERP Integrations in the sidebar
  • Find the Zendesk card and click Connect Zendesk
  • Enter your Zendesk Subdomain (just the subdomain)
  • Enter the Agent Email — the email address of the admin who generated the token
  • Paste the API Token
  • Click Save & Connect
The integration name is just a friendly label. You can name it anything.

Test the Connection

  • Back on the ERP Integrations page, click Test on the Zendesk card
  • A green success message with your ticket count confirms the connection works
  • If the test fails, check that the email matches the token owner and the subdomain is correct

Enable Components and Configure Write Permissions

  • Click Components on the Zendesk card
  • Toggle on the components your bot should access: Tickets, Users, Organizations, Groups
  • For write operations (create ticket, reply, update user) enable the "Allow Write" toggle per operation
  • Click Save
Start with read-only. Enable write access only for operations you are confident should be automated.

Test with Your Bot

  • Open your bot chat widget
  • Try: "Show me all open tickets"
  • Try: "Find user with email user@example.com"
  • Try: "Create a ticket: Billing query, priority high"
  • Check ERP Integrations → Operation Logs for each API call made
Troubleshooting
401 Unauthorized — test connection fails
The agent email and API token combination is wrong. Re-generate the token in Admin Center → Apps and integrations → APIs → Zendesk API. Ensure the email matches the account that owns the token.
Subdomain not found
Enter just the subdomain (e.g. "acme" not "acme.zendesk.com"). EU-hosted accounts may use a different TLD — check your actual login URL.
Search returns empty results
Zendesk search uses a query language. At minimum provide "type:ticket" which NIVA adds automatically. Add a status or keyword to narrow results.
Create ticket fails — 422 Unprocessable Entity
Subject is required. If providing a requester, the email must be valid. For internal-only tickets you can omit the requester but a comment body is still recommended.
Reply operation fails with 403
The agent associated with the API token may lack permission to update certain tickets. Check the agent's role in Admin Center → People → Team members.
Cannot find Zendesk API option in Admin Center
API token access requires a Zendesk Support plan. The feature is not available on the free trial. Upgrade to at least a Team plan to unlock API tokens.
Ready to connect Zendesk?
NIVA Botmaster → ERP Integrations → Connect Zendesk
Open ERP Integrations