The tool is highly customizable and makes it possible to create the most diverse automations (including the creation of chat bots), monitor visits to your website in real time and can also help a lot in measuring user engagement with your product.
Among the most important KPIs that you can analyze with access to the Zendesk Chat API are:
- Response time;
- Average waiting time;
- Interaction satisfaction index;
- Total duration of the chat;
- Number of open X resolved chats;
- Number of chats handled by agent.
Adding the data source
1) Access your Zendesk account as administrator/owner, click on the gear (settings) on the left side and, in channels, go to “chat”, then “Chat Panel”
2) Once on the chat page, on the left panel, go to “Settings” and then “Account”
3) On the new screen, go to “API and SDKs” at the top, then select “Add API Client”
4) Fill in the information as below, then click Create API Client
- Customer name: Kondado
- Company: Kondado
- Redirect URLs: https://kondado.com.br
After creating the API client, a popup similar to the image below will appear. Copy the Client Id and Client Secret.
5) In the URL below replace the following:
https://NAME_COMPANY.zendesk.com/chat/oauth_login?auth={"scopes"%3A+["read"%2C+"write"]%2C+"state"%3A+null%2C+"redirect_uri"%3A+"https %3A%2F%2Fkondado.com.br"%2C+"response_type"%3A+"token"%2C+"client_id"%3A+"CLIENT_ID"}
- COMPANY_NAME: your zendesk domain (for example, in company.zendesk.com the company is your domain)
- CLIENT_ID: the client_id obtained above
Access the URL after replacing the values in your browser
6) After accessing the URL, you will be redirected to an authorization page as below. Select “Allow” and you will be redirected to the Kondado website
7) Once on the Kondado website, copy the URL into a text editor, its format will be something like the one below:
https://kondado.com.br/#access_token=y9huojnmkhu9odwqujifJMASD98n1j23jhasdas2223&token_type=Bearer&scope=read+write
Select the part between “access_token=" and “&” (not including these values), as in our example above, the value will be: y9huojnmkhu9odwqujifJMASD98n1j23jhasdas2223
9) On the new data source page, give it a name, copy the token generated in step (7) and save
Pipelines
Relationship Chart
Chats
Agents
Add Zendesk Chat as a Kondado data source
Configure OAuth authentication and connect your Zendesk Chat (formerly Zopim) data to the Kondado platform for pipeline creation.
Create an API client in Zendesk Chat
Access your Zendesk account as administrator, navigate to Settings > Account > API and SDKs, then click "Add API Client". Fill in Customer name and Company as "Kondado", set Redirect URLs to https://kondado.com.br, and save the generated Client Id and Client Secret.
Generate the OAuth authorization URL
Replace COMPANY_NAME and CLIENT_ID in the provided URL template with your Zendesk domain and the client_id from step 1. Access this URL in your browser to reach the Zendesk authorization page.
Authorize and capture the access token
On the authorization page, select "Allow" to be redirected to the Kondado website. Copy the full URL and extract the token value located between "access_token=" and "&" for use in the next step.
Add Zendesk Chat on the Kondado platform
Go to add data sources on Kondado's data integration section, select "Zendesk Chat", give your source a name, paste the token extracted in step 3, and save to complete the connection.
Explore available tables and fields
Once connected, review the relationship chart and main objects including Chats, webpath, history, and Agents tables to understand the data structure for your pipeline configuration.
Frequently asked questions
access_token= and &. Then on the Kondado platform, when adding the Zendesk Chat data source, paste this token, name your source and save.