Use the Zendesk bot

Use the Zendesk bot in Google Chat to get notifications when issues occur in Zendesk.

Before you begin

  • You need permission from your G Suite administrator to install bots.
  • You need to add the bot to Chat.
    Learn how to Find bots and add them to Chat.
  • You need a Zendesk account with admin privileges.

Set up the Zendesk bot in Chat

You need to set up notifications in each room where you add the bot. The bot sends notifications to all rooms where it's a member.

  1. Open Chat.
  2. Open a direct message with the bot or go to a room with the bot.
  3. Click Sign in to your Zendesk account to open the configuration window.
  4. Enter your Zendesk subdomainand thenclick Next.
  5. Enter your Zendesk username and passwordand thenclick Sign in.
  6. Under Choose Group, click the Down arrow "" and then the Zendesk group to get notifications for.
  7. Under Priority greater than or equal to, click the Down arrow "" and then the priority level that you want notifications for.
  8. Under Thread messages by, click the Down arrow "" and choose a threading option.
  9. Check the boxes next to the items that you want to get notifications about in Chat.
  10. Click Save.
  11. (Optional) To add another project, click Add.

Change bot settings

You can access the Zendesk bot settings in a direct message with the bot or in a room that has the bot added. In rooms, only the person who added the bot can change the settings. Removing a bot from a room deletes the bot's settings.

  1. Open Chat.
  2. Open a direct message with the bot or go to a room with the bot.
  3. Choose an option to see the settings for the bot:
    • In a direct message with the Zendesk bot, enter settings.
    • In a room, enter @Zendesk settings.
  4. Click Edit Settings.
  5. Click Edit "" and change the settings as needed.
  6. Click Save.

Using the bot in rooms

To use the bot in rooms, you need to explicitly @mention the bot in each message to the bot (including in replies to messages from the bot). The @mention confirms you're sending the message to the bot and not to others in the room.

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