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Users can use an API token to authenticate API requests. API tokens are auto-generated passwords that you can use with your Zendesk email to authenticate API requests.
To authenticate an API request, you will need to provide Birdie CS Team the following information:
subdomain of your Zendesk account (ex.: subdomain.zendesk.com)
Valid email with admin access to Zendesk (this will only work for API requests)
API Token
Managing API token access to the API
To use an API token to authenticate API requests, follow these steps:
Enabling API token access
API token access is disabled by default. You must enable API token access in Admin Center before users can use API tokens.
To enable API token access
In Admin Center, click
Apps and integrations in the sidebar, then select APIs > Zendesk API.
In the Settings tab, enable token access.
Generating API tokens
To generate an API token, you must be an administrator and API token access must be enabled in your account.
To generate an API token
In Admin Center, click
Apps and integrations in the sidebar, then select APIs > Zendesk API.
Click the Add API token button to the right of Active API tokens.
The token is generated and displayed.
(Optional) Enter an API token description.
Copy the token and paste it somewhere secure. When you click Save to close this window, the full token will never be displayed again.
Click Save to return to the Zendesk API page.
If you click the token to reopen it, a truncated version of the token is displayed.
Deleting an API token
An API token is like a password: any verified user on the account or anyone with their email address can use it to authenticate API requests. If you become aware than an API token has been compromised, delete it immediately. Deleting a token deactivates it permanently.
To delete an API token
In Admin Center, click
Apps and integrations in the sidebar, then select APIs > Zendesk API.
Select the token in the list, then click Delete on the right side.
6-Zendesk Integration - Fields Mapping
Birdie integration, by default will import this list of fields. Note that Birdie will support any other field you may consider relevant to be imported as a Custom field. Make sure you map those with Birdie CS Team.
Source | Zendesk Field | Birdie Fields | Content |
ticket_field | ticket_id | Thread Id | Ticket ID |
ticket_field | channel | Source Channel | Customer support channel (email, chat, call, etc) |
ticket_field | subject | Subject | Subject of the ticket |
ticket_field | tags | Tags | List of tags associated to the tickets |
ticket_field | priority | Priority | Ticket priority |
ticket_field | description | Description | Ticket description. Typically it is the content of the first comment that initiated the service |
ticket_field | status | Status | Ticket status |
ticket_field | url | URL | Ticket URL in Zendesk |
ticket_field | external_id | Account Id | Reference ID for consolidation with other bases, e.g. customer ID in CRM |
ticket_comment_field | ticketComment_id | Feedback Id | Comment ID |
ticket_comment_field | created_at | Posted At | Comment registration date |
ticket_comment_field | author_id | Author Id | Zendesk user ID |
ticket_comment_field | role | Author Type | User type definition. Classifies comments between agent or user to understand the context |
ticket_comment_field | name | Author | User name, author of the comment (the name of the agent or customer may appear here in a message exchange) |
ticket_comment_field | plain_body | Text | Content of the conversation between agent and customer whenever public=true. This for all possible channels (email, chat, etc.) |