Connecting Zendesk
Zendesk connects to Flexivity AI from the cloud. There is nothing to download or run on your side: install the app, then connect.
Before you begin
| Requirement | Details |
|---|---|
| Zendesk edition | Zendesk Suite Team or higher. See Supported Platforms: Zendesk. |
| Modules | Zendesk Support and Zendesk Help Center, both enabled |
| Zendesk role | An admin, to install the app and allow Flexivity access |
| Help Center permission | To push Knowledge Builder drafts, the Zendesk user who connects must be allowed to create articles in the sections you push to |
| Network | Nothing to open. Zendesk and Flexivity talk cloud to cloud. |
1. Install the Flexivity AI app
- Sign in to Zendesk as an admin.
- Open the Marketplace: Admin Center → Apps and integrations → Zendesk Support apps → Marketplace, or zendesk.com/marketplace .
- Search for Flexivity AI, open the listing, and click Install.
- Review the permissions and where the app appears, and click Install again.
The install adds:
- the Flexivity panel in the ticket sidebar of the Agent Workspace;
- the webhooks and triggers that send Flexivity your ticket events.
Zendesk then opens the app’s settings. There is nothing to change: leave Flexivity AI base path at its default unless Flexivity support asks you to. There is no Connect button here either, because the connection is started from Flexivity.
Install the app before connecting. Connecting first shows a message asking you to install it.
2. Connect Flexivity to Zendesk
The connection is always started from the Flexivity admin console at app.flexivity.ai , not from Zendesk.
- Start from the setup card on your dashboard, or open Help Desk and choose Zendesk.
- Click Connect Zendesk and enter your Zendesk subdomain: the part before
.zendesk.com, such asacmeforacme.zendesk.com. - Zendesk asks you to sign in as an admin, if you are not already, and to allow Flexivity access. Sign in in the same browser, and only to the Zendesk account you are connecting: with several Zendesk accounts open, Zendesk may show the wrong one. A private window avoids that.
- Click Allow. Zendesk returns you to the admin console, and the wizard’s Verify Connection step confirms the connection. If you click Cancel instead, the instance stays Pending and you can connect again at any time.
What Flexivity asks for
Zendesk offers two permissions, and Flexivity needs both:
- Read: tickets, comments, fields, users, groups and Help Center articles.
- Write: replies and internal notes, the ticket fields your attributes write, Knowledge Builder drafts in Help Center, and the signing secret in the app’s settings.
Zendesk has no narrower choice, such as read-only or tickets-only.
What connecting does
- Stores Zendesk’s access and refresh tokens, encrypted.
- Writes a signing secret into the app’s settings, so the sidebar panel can prove its requests come from your Zendesk.
- Reads your Zendesk brands, which become your brands in Flexivity.
- Starts syncing your solved tickets and your Help Center articles.
- Sets the instance to Active.
Zendesk’s access tokens last about 30 minutes, and Flexivity renews them by itself. If renewal ever fails, the instance shows Degraded; see When an instance is not Active.
3. Check the connection
On the instance’s Help Desk page, the status shows Active, and the Multibrand Domain card lists your brands. Open a ticket in Zendesk: the Flexivity panel appears in the sidebar. The first summary may take a few seconds.
If it does not, see Troubleshooting: Zendesk.
To disconnect later, or to remove the app, see Disconnecting and uninstalling.