Connecting Decagon to Zendesk for Emails

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Step 1: Allow Decagon to read and write to Zendesk

Head to the Settings page of your Decagon admin portal. Find the “Connect to Zendesk via OAuth” button under the header “Zendesk Emails”. Fill in your Zendesk subdomain (if your Zendesk is located at https://apple.zendesk.com, then your subdomain is apple).

In one click, you will be able to give Decagon permission to read and write tickets to your Zendesk using OAuth.

For those wondering, here are the specific permissions we request:

1. read - so we can read tickets and their comments

2. ticket:write - so we can generate and send responses

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Step 2: Create a webhook

Decagon needs to be notified when tickets are updated so that it can respond appropriately. To notify Decagon of updated tickets:

1. Login to your Zendesk and go to the Admin page.

2. Scroll down to “Webhooks” under “Apps and Integrations” and click “Create Webhook”

3. Enter the following values:

   1. Select a way to connect: Trigger or automation

   2. Name: Decagon Webhook

   3. Endpoint URL: https://api.decagon.ai/zendesk/event

   4. Request method: POST

   5. Request format: JSON

   6. Authentication: None

4. Click “Create Webhook”

1. Next scroll to “Triggers” under “Objects and Rules” and click “Add Trigger”

2. Enter the following values:

   1. Trigger name: Decagon Ticket Updates

   2. Conditions:

      1. Meet ANY of the following conditions

      2. Ticket > Ticket Is Created (see screenshot below)

      3. Ticket > Ticket Is Updated (see screenshot below)

   3. Actions:

      1. Click “Add Action”

      2. Click “Notify By” > “Active Webhook” > “Decagon Webhook”

      3. JSON body:

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{

      "subdomain": "microsoft",     // REPLACE WITH YOUR ZENDESK SUBDOMAIN

      "event_type": "ticket_updated",

      "requester_name": "{{ticket.requester.name}}",

      "requester_email": "{{ticket.requester.email}}",

      "ticket_id": "{{ticket.id}}",

      "ticket_title": "{{ticket.title}}",

      "ticket_tags": "{{ticket.tags}}",

      "metadata": {} // Optionally, include any metadata here

}

Creating a new trigger

Setting conditions for the trigger

Sending a response with a trigger

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Step 3: Tell Decagon to turn on your email AI flow

Once you’ve completed the above steps let your Decagon Success Manager know that you are ready to start generating AI responses to emails via Zendesk tickets. If you need help with any of the above, send us your Zendesk subdomain and we can help you set things up manually.

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Step 4: Add a “decagon” tag to all tickets you want to send to Decagon

As a final step, set up a rule to add the decagon tag on all tickets that should be sent to Decagon (this could be all incoming tickets if you want). The moment the tag is added, our AI will begin processing the ticket and a response will be automatically sent out within a minute.