Set Up Agent Workspace (Embedded) (Agent Embedded) in Zendesk

When you set up NiCE CXone Agent Workspace (Embedded) (Agent Embedded) in Zendesk, the two applications share contact and interaction data. Data from Zendesk records appears in Agent Workspace (Embedded) (Agent Embedded), and data from Agent Workspace (Embedded) (Agent Embedded) appears in Zendesk records.

Prerequisites

Before you begin:

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

  • Check the following in NiCE CXone:

    • Make sure you have the Scripts Create/Edit permission.

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

    • Enable the Agent Integrations employee profile attribute in Admin > Employees. This enables agents to see Zendesk records in the customer card. You are billed for CRM integration based on the number of employees with this attribute enabled.

  • Create a user account in Zendesk specifically for NiCE 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:

    • Read access to all Zendesk entity records and entity fields.

    • Read/Write access to all Zendesk entity records that will be accessed or updated in the workflows you've configured, including Search workflows, Create workflows, and data memorialization.

  • Allow this URL on your security network: https://nicecxone.integration-authentication.com/oauth2/token.

Process

To set up Agent Workspace (Embedded) (Agent Embedded) in Zendesk, complete these steps:

  1. Install Agent Workspace (Embedded) (Agent Embedded) in Zendesk.

  2. Set up a CRM configuration for Zendesk.

  3. Modify your Studio script.

  4. Configure Zendesk workflows or configure Zendesk workflows using ENHANCED WORKFLOW EXECUTE.

  5. Optional: Enable agents to manually create Zendesk records in Agent Workspace (Embedded) (Agent Embedded).

  6. Optional: Configure reskill scripting for Zendesk Create workflows.