Zendesk

Zendesk is for support teams that work in tickets. The agent can post a private note that only your team sees, or reply to the customer directly, and can be restricted to answers it can ground in your knowledge base.

Setup#

1. In the Runbear dashboard, open your agent and go to the Chatbots tab.
2. Click the Zendesk tile. If your organization is in the OAuth rollout, select Authorize with Zendesk. Otherwise enter the Zendesk subdomain, administrator email, and API token shown by the form.
3. Configure the connection's triggers and preferences (see below).

For OAuth, the person authorizing must be an administrator in both your Runbear organization and the Zendesk account. Runbear requests only the permissions it uses to manage webhooks and triggers, list agents, read tickets and their attachments, and write ticket comments. The authorization is shared by Zendesk channels in the same Runbear organization that use the same Zendesk subdomain.

If the dashboard shows Reconnect required, open the Zendesk integration and select Reauthorize with Zendesk. Reauthorization preserves working webhooks and triggers while replacing expired OAuth credentials or removing legacy API token credentials. This control appears only for organizations admitted to the OAuth rollout.

Triggers and preferences#

On the connection's Trigger tab, choose when the agent responds: when a ticket is created (optionally filtered by tags or assigned agents, with a custom prompt), when an internal comment starts with a trigger word such as @Runbear, or both. See Zendesk triggers.

On the Preferences tab, choose whether the agent posts private internal notes (the default) or public replies with Reply as public ticket comment, whether it answers only when your knowledge sources have an answer (Reply only when knowledge base has an answer), and whether to Hide source references. See Zendesk preferences.

Disconnecting#

To remove the agent from one Zendesk connection, delete it from the Chatbots tab; see Deleting a connection.

To remove the Zendesk account from Runbear for all agents, open Settings → Integrations, select Zendesk, and choose Disconnect. This permanently deletes every connection attached to it. See Integrations.