Integrate Zendesk with CXone Agent

This page explains how to integrate Zendesk into CXone Agent. This allows agents to see records from Zendesk in the customer card.

Prerequisites

Before you begin:

  • Make sure Agent Integrations is enabled for your tenant. Your CXone Account Representative can help with this.

  • Create a user account in your CRM specifically for CXone configuration. This is the System User. It is recommended to give the System User administrator privileges. If you do not want to give the System User administrator privileges, you must give it all the permissions your CXone Agent users have.

    If the CRM user account that created the CRM configuration is deleted or disabled, the CRM configuration will also be deleted. Prevent this by creating a System User.

  • Enable the Customer Card employee profile attribute in Admin > Employees. This enables the agent to see the customer card.

  • Enable the Agent Integrations employee profile attribute in Admin > Employees. This enables the agent to see CRM records in the customer card.

Create a CRM Configuration in CXone

Required permissions: Configurations Create

  1. In CXone, click the app selector and select Agent Integrations.
  2. Click New CRM Configuration.
  3. Select Zendesk from the Integration Type drop-down.
    The Create New Integration page in Agent Integrations, with fields for Integration Type, Configuration Name, and Description.
  4. Enter a name for the integration in Configuration Name. You can write a Description.
  5. Click Authenticate.
  6. In the Authentication pop-up window, select one of the authenticated accounts listed, if you have them.
  7. If you need to create a new authentication, click New authentication.
    1. To change the name of the authentication, edit Your authentication name.
    2. Enter your Zendesk subdomain. To find it, open your instance of Zendesk and copy and paste the URL from the address bar in your browser. You only need the URL up until .com. For example: https://ven12345.zendesk.com.
    3. You can enter an App ID, Organization ID, and Marketplace name.
    4. Click Create. If a window from Zendesk appears asking to allow NICE to connect to your Zendesk account, click Allow.
  8. Click Next.
  9. If the external_screenpop_domain_zen field appears, enter your Zendesk subdomain. To find it, your instance of Zendesk and copy and paste the URL from the address bar in your browser. You only need the URL up until .com. For example: https://ven12345.zendesk.com.
  10. Click Finish. A message telling you the authentication is active appears in the bottom right corner.

Set Up Data Memorialization

To map data fields between Zendesk and CXone Agent, set up data memorialization. This ensures that when a field is changed in one application, it is updated in the other.