Create a customer support chatbot with Zendesk

Customer support is key to keep your existing customers, it is key to maintain a good reputation, it is key to acquire new customers.

A great way to take care of customer support is to work with a ticketing service that takes care of tracking the open tickets, helps you resolve issues, and provides notifications. We, at CSML, use Zendesk, it’s one of the most (if not the most) efficient product on the market, so we decided to make an integration to Zendesk for CSML.

With this CSML integration, your chatbot can create a ticket on Zendesk on the fly. Let’s see how this work.

The goal of this chatbot is

Let’s code the chatbot base, for now let’s just ask to the user the question that Roy asks all day long, only we’ll be a bit more polite than Roy.

In the CSML development Studio, you can install “Apps”, they are connectors to third-party services. In this case, we’re going to install the Zendesk app.

To install it, go to Functions > Apps directory.

Let’s go find these.

To get the API Token you will need to connect to Zendesk as administrator. Then go to: Admin > API, then you can create a token under the section “Token Access”.

Now that we have the App successfully installed, we only need to write a single line of code (line 43) to get the chatbot to create tickets on the go.

Whenever a user confirms having turned his device off and on again, the chatbot asks the user to describe the issue, remembers it and uses this information to create a Zendesk ticket on its own.

Depending on your business, there are a few ways to improve a customer support chatbot:

With all these features, Roy can be no other than a happy man 😎.

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