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Zendesk

SupportIntegration

About Zendesk

A support ticketing suite. Bask opens and updates tickets for patient conversations and can show Zendesk messaging in the patient portal.

How Bask works with Zendesk

  • Bask opens and updates Zendesk tickets for patient conversations.
  • Zendesk messaging can appear in the patient portal, so patients can chat from there.
  • A Zendesk webhook sends activity back to Bask, and a signing secret lets Bask check that each message is genuine.
  • The messaging widget uses an end user key ID and an end user auth key to prove which patient is chatting.

Set up Zendesk

  1. Collect all nine required values from Zendesk before you start.
  2. Find your subdomain: the first part of your Zendesk address, such as acme in acme.zendesk.com. Use lowercase letters, numbers and hyphens, without https:// or .zendesk.com.
  3. In Bask, open App Store, choose Zendesk, then choose Connect.
  4. Enter the subdomain, then the OAuth client ID and OAuth client secret. Bask uses them to access Zendesk.
  5. Under Messaging widget, enter the script key, end user key ID and end user auth key.
  6. Under Webhook, enter the webhook ID, integration ID and signing secret, then choose Connect in the save bar.

What you need for Zendesk

Nine values from Zendesk: your subdomain, an OAuth client ID and client secret, the messaging widget keys, and the webhook identifiers and signing secret. The nine required fields must all be filled. Three optional Conversations API fields go together: fill in all three or leave them empty.

Good to know

  • Zendesk is the most demanding setup in the store. The form will not save with any of the nine required fields blank.
  • The three Conversations API fields, App ID, Key ID and Secret, are optional. Fill in all three or leave them empty.
  • Copy secrets when Zendesk shows them and keep them available for setup.
  • Intercom does the same job with conversations instead of tickets. Pick the one your team already uses.

Who it is for

Usually set up by a support lead working with a developer, with permission to manage integrations in Bask. It suits teams whose support requests already live in Zendesk rather than a separate inbox.

How it installs

Installed with keys you paste in