Set Up a CRM Configuration for Zendesk

This is the second step of setting up CXone Agent Embedded in Zendesk.

This page explains how to set up a CRM configuration for Zendesk. This is done in CXone. The configuration connects Zendesk to CXone Agent Embedded. It allows the two to share data through data memorialization and dynamic data mapping.

Complete each of these tasks in the order given.

Create a New CRM Configuration in CXone

Required permissions: Configurations Create

Provide CXone with the information it needs to connect to Zendesk.

If the Zendesk user account that created the CRM configuration is deleted or disabled, the CRM configuration will also be deleted. Prevent this by creating a user account in Zendesk 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 Embedded users have.

  1. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. Click New CRM Configuration.
  3. Select Zendesk from the Integration Type drop-down.
  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. If you need to create a new authentication, click New authentication and configure the fields that appear:
    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 CXone to connect to your Zendesk account, click Allow.
  7. Click Next.
  8. If the external_screenpop_domain_zen field appears, enter your full Zendesk domain. To find it, open your instance of Zendesk and copy and paste the URL from the address bar in your browser.
  9. Click Finish. A message telling you the authentication is active appears in the bottom right corner.
  10. Click Save in the top right corner of Agent Integrations.

Create Data Memorialization Mappings

Required permissions: Configurations Edit; Data Memorialization Create

Data memorialization mappings allow for data from CXone Agent Embedded to be popped into Zendesk records. In these mappings, you select the CXone data field to map to each Zendesk record field. For example, if you map the Customer Name CXone data field to the Name Zendesk record field, Name displays the value from Customer Name. Only text is mapped; attachments, images, and notes cannot be mapped. Currently, you can set up data mappings for standard CRM entity types.

For voice interactions, data memorialization happens when the call ends and the agent completes ACWClosed State that allows an agent to complete work requirements after finishing an interaction time, if configured. For digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions, it happens when the agent transfers the interaction or unassigns it from themselves.

  1. If you haven't already, open a CRM configuration for Zendesk. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside.. Select a CRM configuration from the list.
  2. Click the Data Memorialization tab.
  3. Click New Data Mapping.
  4. Enter a Name for the mapping. You can optionally enter a Description.
  5. In the Select Entity Type drop-down, select the Zendesk record type you want to create field mappings for.

  6. Click Add Entity.
  7. In the External CRM Field drop-down that appears, select the Zendesk record field you want to receive data from CXone Agent Embedded.

    If you want to map the full transcript of an interaction, select a record field with proper formatting and a large enough character limit. If the field doesn't meet these requirements, only part or none of the transcript is displayed, depending on the CRM.

  8. In the Select Channel drop-down, select the type of CXone data you want to map to the Zendesk record field you selected.

  9. In the CXone Data drop-down, select the CXone data field you want to map to the Zendesk record field you selected.

    If you selected Script Variable in the Select Channel drop-down, enter the script variable in the CXone Data field. You must enter it in lowercase, even if you used camel case in the script to define the variable.

  10. To add more data fields, click Add Field.
  11. To configure mappings for another Zendesk record type, select a different record type from the Select Entity Type drop-down and click Add Entity.
  12. Click Save at the top of the page. The active data mapping appears in the Data Memorialization tab.

Create Dynamic Data Mapping Mappings

Required permissions: Configurations Edit; Dynamic Data Create

Dynamic data mappings allow you to choose which Zendesk record fields appear in CXone Agent Embedded. You can set up dynamic data mappings for standard Zendesk record types retrieved by search workflows. You can also set them up for custom records created by custom create workflows. You can add up to five fields per record type.

  1. If you haven't already, open a CRM configuration for Zendesk. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside.. Select a CRM configuration from the list.
  2. Click the Dynamic Data tab.
  3. Click New Data Mapping.
  4. Enter a Name for the mapping. You can optionally enter a Description.
  5. In the Select Entity Type drop-down, select the Zendesk record type with the fields you want to display in CXone Agent Embedded.

  6. Click Add Entity.
  7. In the External CRM Field drop-down that appears, select the Zendesk record field you want to display to agents.

  8. To add more Zendesk record fields, click Add Field. You can add up to five fields per record type.
  9. Click Save at the top of the page. The active dynamic data mapping appears in the Dynamic Data tab.

The next step of setting up CXone Agent Embedded in Zendesk is to modify your Studio script.