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How to Integrate Ordemio AI Agent with Zendesk Messaging (Sunshine Conversations)

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Written by Dmitry
Updated over 4 months ago

Follow these steps to connect Ordemio's AI chatbot to your Zendesk environment:

1. Connect Zendesk Messaging in Ordemio

  1. Go to your Ordemio Dashboard.

  2. Navigate to Integrations > Applications.

  3. Find Zendesk Messaging and click Connect.

  4. In the popup, enter your Zendesk domain and click Sign In.

  5. If prompted, log in to your Zendesk account.

  6. On the permissions screen, click Allow to authorize Ordemio.

2. Set Ordemio AI as the Default Bot

  1. Go to Zendesk Admin Center > AI > AI Agents > Manage Marketplace Bots.

  2. Locate the Ordemio AI Agent.

  3. Click the menu icon (three dots) next to it and select Set as default for all channels.

✅ Ordemio AI is now your frontline support agent for incoming chats.

(Optional) Pass User & Organization Fields to the AI Agent

To enhance personalization and automation, follow these steps to share custom user/organization fields with the AI:

1. Generate an API Token in Zendesk

  1. In Zendesk Admin Center, go to Apps and Integrations > APIs > Zendesk API.

  2. Click Add API Token.

  3. Enter a name like "Ordemio AI Agent", then copy the generated token and click Save.

2. Configure API Access in Ordemio

  1. In your Ordemio Dashboard, go to Zendesk Messaging integration.

  2. Scroll to the Zendesk API section.

  3. Enter the following:

    • Zendesk subdomain (e.g., yourcompany.zendesk.com)

    • Zendesk admin email

    • The API token you just created

  4. Enable "Retrieve user and organization data from Zendesk".

  5. Enter the keys of the custom fields you want the AI agent to use.

  6. Click Save.

Your AI agent can now use custom data to tailor responses and automate workflows.

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