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Docebo for Zendesk

Last Updated
Docebo Module
  • Integrations
Reading Time
User Level
  • Administrators

Introduction

By integrating your Docebo with Zendesk, you can use a support ticketing system and the built-in Knowledge Base capability in Zendesk directly in your platform to help users in dealing with questions and problems while they use the platform. When this integration is enabled, a pop up will be made available to all users to provide quick access to Zendesk embeddable components, including a contact form, live chat, and the Knowledge Base search functionality.

Activating Zendesk in Docebo

To activate the app, log into your Docebo platform as the Superadmin, access the Admin Menu from the gear icon in the top right corner, then select the Add New Apps button from the Admin Menu. On the Apps & Features page, select the Third Party Integrations tab from the tab menu. Find the Zendesk in the list, then select Try It For Free in the app’s row. Read the information in the pop-up box, then select Try It For Free. The app is now active in your platform, and you can begin the configuration.

Configuring Zendesk in Docebo

To configure the Zendesk integration in Docebo, access the Admin Menu, find the Zendesk section and select the Manage subitem. On the Zendesk Settings page, flag the option to enable the app and insert the JS code provided by Zendesk into the corresponding text box. The JS code is needed for the configuration of the Zendesk widget into the platform.

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By default, the Zendesk Help button is shown only to authenticated users, and not to Superadmins and Power Users. Use the options to show the Zendesk Help button to non-authenticated users and to Show the Zendesk Help button to Administrators (Superadmins and Power Users) to modify the default behavior. By flagging this option, users can use the Zendesk components on their login page in case they are having any issues accessing the platform. When finished, press Save Changes.

Retrieving the JS Code

In order to get your JS code for this integration, log into your Zendesk Administrator account, then select Channels Widget from the home page. Click the Setup tab, if it is not already selected, and click Copy to clipboard under the code box. Paste the JS code into your Docebo platform, and press Save Changes. In your platform, you will see the Help button in the bottom right corner of your page.  Users, Power Users, and Superadmins can access the help popup section to get in touch with the Help Desk, according to the tools enabled in the widget settings within Zendesk.