# Create a WhatsApp <> Zendesk Integration

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Zendesk has become one of the leading CRMs in the world. This tool manages various modes of communication between customers 
and companies through a ticketing system. It includes communication channels such as email, phone calls, WhatsApp conversations, 
and interactions on social media platforms. In this way, all the information regarding interactions with each customer is gathered in a single ticketing tool.

Next, you will learn how to integrate and use Zendesk through its chatbots.

## Step 1: Login in Truora Account
1. Login into your existing account at https://account.truora.com/#/auth/login.
2. In the products view select, "**Customer Engagement**".
   {{<img src="/images/illustrations/zendesk/products_view.gif" alt="products_view" width="80%" class="rounded-md">}}


## Step 2: Connect Your Truora Account to Zendesk
1. Once in the "**Customer Engagement**" view, navigate to the **"Integrations"** section in the left panel.
2. Click **"Connect"** in front of the **Zendesk** logo.
   {{<img src="/images/illustrations/zendesk/integrations_view.gif" alt="integrations_view" width="80%" class="rounded-md">}}
3. Go to **Zendesk** Admin Dashboard to get the necessary information to complete the connection process.
4. Add the **Zendesk** subdomain.
   {{<img src="/images/illustrations/zendesk/subdomain.gif" alt="subdomain" width="80%" class="rounded-md">}}
5. Add the **Zendesk** API Token.
   {{<img src="/images/illustrations/zendesk/api_token.gif" alt="api_token" width="80%" class="rounded-md">}}
6. Add the **Zendesk** account email and finish the integration.
   {{<img src="/images/illustrations/zendesk/email.gif" alt="email" width="80%" class="rounded-md">}}
7. Verify the **Truora** <> **Zendesk** integration.
   {{<img src="/images/illustrations/zendesk/verify_integration.gif" alt="verify_integration" width="80%" class="rounded-md">}}

## Step 3: Create Your First WhatsApp Flow
1. Go to the **"Products"** section in the left panel and click **"Open"** under TruConnect. 
2. Click **"Create New Flow"**, name your test flow, select **"WhatsApp Chatbot"**, and continue. 
3. Choose **"Blank Template"**.
4. In the Flow Builder, select the Advanced Blocks option.
5. Find the **"Connect a chat to an agent"** block and add it to your flow as needed.
6. In the block, you will find a section that prompts you to select the CMR service through which the agent will connect.
   Please select the one that says **Zendesk**.
7. Save your flow by selecting **"Save and Publish"**.
   {{<img src="/images/illustrations/zendesk/configure_flow.gif" alt="configure_flow" width="80%" class="rounded-md">}}

## Step 4: Test Your WhatsApp and Zendesk Integration
1. Test the conversation live by clicking **"Test Conversation"** in the upper right corner of the platform.
2. Select the **Chatbot phone** (your WABA line), enter the **Message** the user should send to activate the bot, and then click **Continue**.
3. Click **Open Preview** to open WhatsApp and test the flow using the messages that should trigger the **Zendesk** integration, emulating the redirection to an agent.
   {{<img src="/images/illustrations/zendesk/test_conversation.gif" alt="test_conversation" width="80%" class="rounded-md">}}
4. In **Zendesk** Agent Dashboard, check the **"Conversations"** section for new interactions and respond.
   {{<img src="/images/illustrations/zendesk/zendesk_agents.gif" alt="zendesk_agents" width="80%" class="rounded-md">}}
5. Change the ticket status to **"Closed"** to end the conversation.