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API lookup integration – Zendesk

The API Lookup Integration with Zendesk allows Smart Connect to retrieve and display customer data from Zendesk automatically when an incoming call is received. This gives agents immediate access to relevant customer information directly in the switchboard, without the need to manually search for it in Zendesk.

This guide will explain how to:

  • Connect Smart Connect to a Zendesk account using API authentication.
  • Configure which customer data fields are retrieved and displayed during calls.
  • How to add up to six custom fields to tailor the information shown to agents.
  • How to test the integration directly in Smart Connect to verify that data is returned correctly.

Setting up API-access in Zendesk

To connect Smart Connect with Zendesk, you first need to generate an API token in Zendesk. Follow the steps below:

  1. Log in to Zendesk using an administrative account.
  2. Open the Zendesk Admin Center.
  3. In the left-hand navigation menu, select Apps and Integrations, then choose API and open API Tokens.
  4. Click Add API Token.
  5. Enter a description for the token (e.g., Smart Connect Integration), click Save, and copy the token.You will need this token later when configuring the integration in Smart Connect.
  6. Once you have completed these steps, the Zendesk part of the setup is finished and you can continue in Smart Connect.

Configuring the Integration in Smart Connect

  1. Log in to Smart Connect using a user account with administrator privileges. Open the main menu and select Integrations.
  1. Navigate to API Lookup, then click the plus button to create a new integration. Choose Zendesk as the integration type.
  2. After the integration has been created, it will appear in the list. Select it to begin configuring its settings.

Setup

  • Enter your Zendesk Base URL—this is the URL you normally use to access Zendesk (e.g., smartconnect.zendesk.com).
  • You may also pause the integration if you want to temporarily disable it without removing the configuration.
  • After entering the Base URL, click Save, then proceed to Authentication.

Authentication

  • Username: Use your Zendesk email address followed by /token (example: admin@teliasmartconnect.com/token).
  • Password: Enter the API token you copied earlier.

Click Save, then continue to Mapping Response.

Mapping Response

In this section, you can both test your integration and define which information from Zendesk should appear in Smart Connect when an incoming queue call is received.

  1. Enter a phone number in the Phone Number
  2. Click Test Integration.
    • Smart Connect will send a request to Zendesk and display the returned data in the preview window.
    • If the preview shows “error”: “Couldn’t authenticate you”, verify that the username and token are correct.
    • If the preview shows valid data, you can continue.

By default, Smart Connect retrieves and displays:

  • The user’s Name, and
  • A direct URL to the user’s profile in Zendesk.

In addition, you can add up to six custom fields to display more information.

To add a custom field:

  1. Click Add New Field.
  2. Give the field a name.
  3. Click the corresponding field in the preview window to map it correctly.

Repeat these steps for each custom field you want to include.

When you have finished defining your fields, click Save. Your Zendesk API Lookup integration is now fully configured.

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