Integrate Pingstreams AI Agent with Zendesk Ticketing

While Zendesk is a dominant and powerful tool in ticketing, it doesn’t offer the best AI capabilities for AI-driven agents or assistants. New platforms like Pingstreams, with AI-focused features, have shown a more innovative approach in automated customer support.

Combining Zendesk’s robust ticketing system with Pingstreams’ AI-driven solutions can significantly improve efficiency and customer satisfaction.

In this tutorial, we’ll show you step by step how to integrate Pingstreams with Zendesk to create a seamless customer support workflow.

Pingstreams Configuration

First, you’ll need to log in to your Pingstreams account.

If you don’t have an account yet, don’t worry—you can create one quickly and start building your AI-powered customer support system.

Once you’re logged in, head over to the Bots section in your Pingstreams dashboard. Here, you have the option to either choose an existing bot or start from scratch.

For this tutorial, we’re going to start from scratch to show you the complete process.

Setting Up Data Collection

In the Design Studio, you’ll set up your bot to gather essential information from users, such as their name, email, and request. To do this, simply use the “Capture User Reply” action, as shown in the image below.

Connecting to Make.com

Now, let’s connect Pingstreams to Zendesk using Make.com as our integration middleware.

On the left toolbar, under the Integrations section, find and select Make to add it to your bot’s flow, as illustrated below.

When you click on the Make block, a popup will appear on the right. This is where you’ll define which information should be sent to Make. In the Body Parameters section, map the user’s details to the following attributes:

• userFullname
• userEmail
• UserRequest

Next, you’ll need to create a webhook URL in Make, which we’ll show you how to do shortly.

Once that’s done, you’ll connect the flow’s green endpoint to a simple reply action to confirm that the data has been successfully sent.

Great! That’s the Pingstreams setup done. Now, let’s move on to the Zendesk configuration.

Zendesk Configuration

To connect Pingstreams with Zendesk, the first thing you’ll need to do is create an OAuth client in your Zendesk account. This will provide you with the necessary Domain, Client ID, and Client Secret for the integration.

Here’s how you do it:

Create OAuth Client

1. Log in to your Zendesk account as an administrator
2. Navigate to the Admin Center by clicking on the gear icon or through your profile dropdown
3. In the Admin Center, go to Apps and Integrations > APIs > OAuth Clients
4. Click the Add OAuth Client button
5. Fill in the required fields:
   • Client Name: Choose a descriptive name like “Pingstreams Integration”
   • Unique Identifier (Client ID): This will be auto-generated
   • Client Type: Set this to Confidential
6. A Secret key will be automatically generated—make sure to copy and save it securely, as Zendesk suggests
7. Finally, click Save to create your OAuth client

Important: Store your Client ID, Client Secret, and Domain safely as you’ll need them for the Make.com configuration.

Awesome! Now that we have what we need from Zendesk, let’s finish setting up the integration in Make.

Make Configuration

Setting Up the Webhook

First, log in to your Make account and navigate to the Scenarios section.

From there, select the Custom Webhook module. Once you do, a webhook URL will be generated—copy this URL.

Next, go back to your Pingstreams dashboard, and in the Make block of your bot’s flow, paste the webhook URL you just copied.

Connecting to Zendesk

Now, return to Make and add a new module called Zendesk - Create a Ticket.

You’ll need to connect this module to your Zendesk account using the:

• Unique Identifier (Client ID)
• Secret (Client Secret)
• Domain

These are the credentials we obtained earlier from the Zendesk OAuth setup.

Tip: If you’re unsure about the Domain, you can easily find it in the URL of your Zendesk dashboard, something like <yourdomain>.zendesk.com.

Once you’ve done that, your Make scenario will be all set to connect Pingstreams with Zendesk.

Testing the Integration

Initial Test Run

Hit Run Once to test everything out.

Then get back to your Pingstreams dashboard. Click on the Test it button in the top right corner.

Go through the conversation with the bot, providing your name, email, and request.

Configure Data Mapping

Now we need to get back to the Make scenario.

In the Zendesk module, map the data from Pingstreams to the appropriate fields:

• For Subject: Use the user request data
• For Requester Name: Use the captured username
• For Requester Email: Use the captured email address

Feel free to customize other fields based on your specific needs, such as:

• Priority level
• Ticket type
• Tags
• Custom fields

Perfect! All done. We just need to save and activate the scenario.

Final Testing

Let’s test the bot in Pingstreams. Click the Test it button in the top right corner of the Pingstreams dashboard and interact with the bot to go through the conversation.

Next, check your Make dashboard to see if the scenario ran successfully and received the data from Pingstreams.

Finally, head over to your Zendesk dashboard, refresh the page, and you should see a new ticket created with the information you provided.

Integration is Live! 🎉

Now, your integration is live, and any new interactions with your Pingstreams bot will automatically create tickets in Zendesk.

Advanced Configuration Options

Custom Field Mapping

You can extend the integration to include:

• Customer satisfaction scores
• Product categories
• Urgency levels
• Department routing

Conditional Logic

Set up rules in Make to:

• Route tickets based on keywords
• Set different priorities automatically
• Add tags based on user input
• Assign to specific agents

Bi-directional Sync

Consider setting up:

• Status updates from Zendesk back to Pingstreams
• Agent responses forwarded to customers
• Ticket resolution notifications

Benefits of This Integration

For Your Team:

• Automated ticket creation reduces manual work
• Consistent data capture ensures no information is lost
• Faster response times through immediate ticket generation
• Better organization with structured ticket data

For Your Customers:

• Seamless experience from chat to support
• Faster resolution through proper routing
• No data loss between systems
• Professional ticket tracking

Troubleshooting Tips

Common Issues:

• Webhook not triggering: Check the webhook URL is correctly copied
• Authentication errors: Verify OAuth credentials are correct
• Missing data: Ensure field mapping is properly configured
• Ticket not created: Check Zendesk permissions and API limits

Best Practices:

• Test regularly to ensure the integration remains functional
• Monitor API usage to stay within limits
• Keep credentials secure and rotate them periodically
• Document your setup for future maintenance

Note: The Make integration is not available in the Pingstreams trial version. If you’re on a trial and want to test this feature, feel free to contact our support team.

We hope this integration enhances your customer support experience! The combination of Pingstreams’ AI capabilities with Zendesk’s robust ticketing system creates a powerful, automated customer support workflow.

If you have any questions, don’t hesitate to reach out to our support team. We’re here to help you create the most effective customer support system for your business.