How to Integrate Google Dialogflow with Zendesk

Integrate Google Dialogflow with Zendesk

• Ensure you have an active Dialogflow agent and a Zendesk account. Familiarize yourself with Dialogflow’s console and Zendesk’s admin settings.

Set Up Google Dialogflow

• Log in to your Dialogflow console and select your agent.

 

• Navigate to the Settings icon and find the General tab. Note down the Project ID.

 

• Proceed to the Service Account section in GCP. Create a service account and download the JSON key file. This will be used for authentication.

Prepare Your Zendesk Account

• Log in to Zendesk and navigate to the Admin Center.

 

• Under Apps and integrations, go to API and ensure the Zendesk API is enabled. Note down the API token as it will be needed later.

 

• Configure your Zendesk triggers that will notify the bot whenever there's a relevant event to handle.

Create a Webhook in Dialogflow

• Go to the Fulfillment section in the Dialogflow console and enable webhooks.

 

• Add a new webhook entry with a webhook URL that will point to your integration layer or middleware.

Set Up a Middleware Service

• Create a server-side application in Python, Node.js, or any other technology that will act as a middleware between Dialogflow and Zendesk.

 

• Use the following Python example to create a basic Flask server that can listen to and process Dialogflow requests:

  from flask import Flask, request, jsonify
  import requests
  
  app = Flask(__name__)
  
  @app.route('/webhook', methods=['POST'])
  def webhook():
      data = request.get_json()
      
      # Process the Dialogflow request and communicate with Zendesk
      response = {
          "fulfillmentText": "This is a response from your server!"
      }
      
      return jsonify(response)
  
  if __name__ == '__main__':
      app.run(port=5000)
  

 

• Ensure this server is publicly accessible to accept webhook calls from Dialogflow. Tools like ngrok can be used for local development.

Implement Zendesk API Integration in Middleware

• Add code to handle Zendesk ticket creation or updates based on the data received from Dialogflow:

  def create_zendesk_ticket(subject, description):
      url = 'https://{subdomain}.zendesk.com/api/v2/tickets.json'
      data = {
          "ticket": {
              "subject": subject,
              "description": description
          }
      }
      headers = {'Content-Type': 'application/json'}
      auth = ('{email}/token', '{zendesk_api_token}')
      
      response = requests.post(url, json=data, headers=headers, auth=auth)
      return response.status_code
  

• Replace `{subdomain}`, `{email}`, and `{zendesk_api_token}` with your Zendesk specific details.

Test the Integration

• Ensure the middleware is running and the webhook URL is correctly configured in Dialogflow.

 

• Use the Dialogflow console to send a test intent that triggers your webhook and verify if a corresponding action or ticket is created in Zendesk.

Maintain and Monitor the Integration

• Implement logging in your middleware to track requests and responses for troubleshooting.

 

• Regularly test the integration to accommodate any updates in Dialogflow or Zendesk APIs.