Zendesk

Guide on How to Integrate Wonderchat with Zendesk.

Connect Wonderchat with Zendesk to send support handovers straight to your help desk.

You can also customize the Zendesk ticket subject with placeholders and map collected visitor data to Zendesk ticket fields.

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Step 1: Open the integrations page

Go to Settings → Integrations.

Open Settings and go to Integrations.

Step 2: Connect your Zendesk account

Under Zendesk, enter your subdomain and click Connect.

Enter your Zendesk subdomain and click Connect.

Step 3: Authorize Zendesk

Approve the connection between Wonderchat and Zendesk.

Step 4: Confirm the connection

After the connection succeeds, Wonderchat shows a confirmation message.

Sample successful connection message.

Step 5: Configure Zendesk ticket creation

Go back to your dashboard and open Edit Chatbot.

Open the Tools tab.

Search for Zendesk and enable ticket creation.

Once enabled, Wonderchat can create Zendesk tickets when the selected trigger runs.

Customize the Zendesk ticket subject

Use Zendesk Ticket Subject to control how new tickets are named.

You can insert collected fields as placeholders. Use the field picker or type {{field name}}.

Examples:

• Support request from {{name}}

• Billing issue from {{email}}

• Enterprise lead from {{company}}

When Wonderchat creates the ticket, each placeholder is replaced with the visitor's collected value.

Map collected visitor data to Zendesk fields

Use Custom Field Mapping to send collected visitor data into Zendesk custom ticket fields.

This is useful when you want values like name, email, phone number, or custom form answers to appear in specific Zendesk fields.

Keep these rules in mind:

• You can map any collected Wonderchat field to a matching Zendesk ticket field.

• Dropdown-type Zendesk fields expect the collected value to exactly match one of the field's option values.

• If your Zendesk fields are still loading, wait until the list finishes loading before adding mappings.

Optional: Include the visitor's page URL

Enable Include page URL in ticket to add the page the visitor was on when the ticket was created.

Step 6: Train your chatbot on Zendesk tickets and articles

Open Edit Chatbot → Data Sources → Zendesk.

Click Sync to pull in your Zendesk data.

For the full training flow, see How to Train Your Chatbot Using Zendesk Tickets & Knowledge Base.

Step 7: Test the integration

Go to Dashboard → Actions (⋮) → View Chatbot.

Click View Chatbot.

Submit a support request through the widget.

Submit a message through the chat widget.

After the handover runs, you should see a new Zendesk ticket with the configured subject and any mapped field values.

Sample Zendesk ticket.

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Questions? Reach us at [e-mail].