Connecting Contact Center to Zendesk with an API token

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<p id="docs-hc-snippet" style="display: none;">Afterinstalling the Contact Center app, you need to connect it to your Zendesk account. This connection allows Contact Center to integrate with Zendesk, particularly with Support, to create tickets automatically when a customer calls you.</p>
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<p class="p">After <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459088830874" target="_blank">installing the Contact Center app</a>, you need to
connect it to your Zendesk account. This connection allows Contact Center to integrate
with Zendesk, particularly with Support, to create tickets automatically when a customer
calls you.</p>
<p class="p">You'll need a Zendesk API key to complete these steps, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889192858#topic_tbp_dfb_l2c" target="_blank">Generating API tokens</a>.</p>
<p class="p">You can also follow these steps to update the API token only. Typical scenarios include
to comply with security policies and to troubleshoot integration issues.</p>
<p class="p"><strong class="ph b">To connect Contact Center to your Zendesk account</strong></p>
<ol class="ol" id="zag_cc_support_connect_apitoken__ol_p45_nkg_3gc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, click <strong class="ph b">Admin
Settings</strong> from the Agent Status menu.<p class="p"><img class="image" id="zag_cc_support_connect_apitoken__image_zpd_dlp_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ig2_20.png" width="350"></p>
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<li class="li">(Optional) If you are troubleshooting the connection, take note of the settings in
Standard Settings, Agent Status, Contact attributes, and Brands &amp; Queues for
review after the token update to ensure everything is retained.</li>
<li class="li">Click <img class="image" id="zag_cc_support_connect_apitoken__image_zpd_dlp_5ge" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_zd_icon.png" width="16">
<strong class="ph b">Zendesk settings</strong> in the sidebar, then select <strong class="ph b">Standard Settings</strong> &gt;
<strong class="ph b">Your Zendesk Account</strong>.</li>
<li class="li">In Your Zendesk Account, click <img class="image" id="zag_cc_support_connect_apitoken__image_zpd_dlp_5gd" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_cogs_icon.png" width="16">
<strong class="ph b">Edit</strong> to access the connection details.<p class="p"><img class="image" id="zag_cc_support_connect_apitoken__image_cfk_gzf_kgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_zd_standard_yourzdaccount.png" width="600"></p>
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<li class="li">In <strong class="ph b">Connection Details</strong>, enter an API key and the email address of the user who
generated the key.<p class="p">To generate an API key, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889192858#topic_tbp_dfb_l2c" target="_blank">Generating API tokens</a>.</p>
<p class="p"><img class="image" id="zag_cc_support_connect_apitoken__image_dzz_nlp_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_zd_standard_yourzdaccount_conndetails.png" width="400"></p>
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<li class="li">Click <strong class="ph b">Connect Account</strong>.<p class="p">The Contact Center app and your Zendesk account are
now connected.</p>
<p class="p">To test the connection, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9832930064026" target="_blank">Testing Contact Center</a>. To configure
the integration, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10407293917978" target="_blank">Configuring the Contact Center integration
with Support</a>.</p>
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