# Zendesk (Legacy)

{% hint style="info" %}
The following reference documentation is for the **Legacy** Zendesk book.
{% endhint %}

## Introduction

The **Zendesk** Book offers a powerful and intuitive way to interact with Zendesk data and functionalities. This integration enables users to perform a wide range of operations on Zendesk tickets, including creating, updating, assigning, and deleting tickets, as well as managing comments and automating processes.

## Prerequisites

1. **Zendesk Account**: You need to have an active Zendesk account. If you do not have one, you can sign up for a Zendesk trial account to get started.
2. **API Access**: Ensure that your Zendesk account has API access enabled. API access is required for Kognitos to communicate with Zendesk.
3. **Zendesk Subdomain**: Obtain your Zendesk subdomain, which is part of your Zendesk URL (e.g., `https://<subdomain>.zendesk.com`).
4. **Zendesk Email**: The email address associated with your Zendesk account.
5. **Zendesk Token or Password**: You will need either an API token or your Zendesk account password to authenticate API requests.

### Connecting to the Zendesk Book in Kognitos

1. Navigate to **Books → All Books.**
2. Click on **Zendesk** (Legacy).
3. Click on **Add Connection.**
4. Add in the credentials when you are prompted:
   1. **Zendesk Subdomain**: The subdomain of your Zendesk instance. This is part of your Zendesk URL and typically follows the format `https://<subdomain>.zendesk.com`.
   2. **Zendesk Email**: The email address associated with your Zendesk account.
   3. **Zendesk Token and Password**: The account's API token and your Zendesk account password. API tokens can be generated in your Zendesk settings under "API".

## Procedures

### Creating Tickets

To create a new ticket in Zendesk, you must specify the details such as subject, comment, and priority. For example:

```
the ticket is
    the subject is "New Support Request"
    the comment is "Customer is experiencing issues with logging in."
    the priority is "High"
create the ticket in zendesk
```

This creates a new ticket with the specified subject, comment, and priority.

### Updating Tickets

To update an existing Zendesk ticket, you must identify the ticket by its ID and specify the fields you want to update. For example:

```
the ticket's ID is "12345"
change the ticket's status to "Open" in zendesk
```

This updates the status of the specified ticket to "Open".

### Assigning Tickets

To assign a ticket to a specific agent in Zendesk, you need to specify the ticket ID and the assignee. For example:

```
the ticket's ID is "12345"
assign the ticket to "agent@example.com" in zendesk
```

This assigns the specified ticket to the given agent.

### Deleting a Ticket

To delete a specific Zendesk ticket, you need to specify the ticket ID. For example:

```
the ticket's ID is "12345"
delete the ticket in zendesk
```

### Getting a Ticket

To retrieve the details of a specific Zendesk ticket, you need to specify the ticket ID. For example:

```
the ticket's ID is "12345"
get the ticket in zendesk
```