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How to connect LiveChat Inc with Zendesk

Connect LiveChat Inc to Zendesk with LeadsBridge

LiveChat Inc » Zendesk

In this article, you'll learn how to set up the bridge and connect LiveChat Inc to Zendesk using LeadsBridge.

How to set up your bridge step-by-step tutorial

Before you start

  1. Head over to the left sidebar and click on Bridges
  2. You'll be taken to the Bridges section of your account
  3. Click on the Add New button
  4. You'll be taken to the first step of the bridge creation

Step 1: Bridge's Main information

  1. Choose a name for your bridge (this will only be visible inside LeadsBridge)
  2. You may add labels to help you identify your bridge later
  3. Choose LiveChat Inc as the source for your bridge
  4. Choose Zendesk as the destination
  5. Click on the Next button

Step 2: Setup your LiveChat Inc source

You may send lead's information from LiveChat Inc to LeadsBridge through the Webhook feature.

Copy the Webhook address that you see in this step and set this endpoint as the data receiver inside your LiveChat Inc settings.

How to setup the webhook on LiveChat Inc

In order to get your Username and Access Token you should follow the steps below:

  1. Log into your LiveChat account
  2. Go to your Developer Console, or click here: ( OPEN LINK)
  3. Then, go to Tools » Personal Access Tokens
  4. Copy the Entity ID, and paste it under Username in your Integration
  5. Then, click on the Create new token button
  6. Assign a unique Name to your Token and select your Access scopes
  7. Click on Create token
  8. Finally, copy the information under Token and paste it under Access Token in your Integration
For further information open the link below:( OPEN LINK)

Before proceeding

One last thing before proceeding to the next step is to send a test lead from LiveChat Inc. This will allow us to recognize the attributes you'd like to pass along and offer them as presets in the next steps of the setup.

  1. Please make sure the LeadsBridge screen is saying "Waiting for New Lead...", it means that we're ready to receive your test data
  2. Go to LiveChat Inc
  3. Submit a test lead
  4. Once done go back to LeadsBridge and verify that your test was sent successfully
  5. You should see the information processed correctly by the app
  6. Click on the Next button

Step 3: Setup your Zendesk destination

  1. Type in the integration's name in the dedicated field
  2. Enter Sub Domain to connect Zendesk with LeadsBridge
  3. Subdomain (only the part before .zendesk)
  4. Create As is used to choose the entity type (ticket or user)
  5. Show "Segmentation" as is used to select the segmentation type (Organization, Tag, and View)
  6. Select the segmentation concept you'd like to use from the dropdown
  7. Click on the Authorize button
  8. Login to the account you'd like to use
  9. Allow LeadsBridge to access your Zendesk information
  10. You'll see the blue info success message at the top right of your screen
  11. Click on the Next button
  12. You'll now be able to select the destination segment to send your leads to
  13. You may choose to receive an email receipt for each incoming lead.
    • Type the address(es) where you'd like to receive the receipt
    • You may also modify the Subject line of the email
  14. Click on the Next button

Step 4: Fields Mapping

Here you'll be able to map your source information with your destination fields.

You'll see a field name with the destination integration's logo at the top, this indicates the name of the field on Zendesk.

Underneath there's a box where you may add the information you'd like to send.

  • Check each of the Zendesk fields available
  • Match the information you wish to pass along from LiveChat Inc
  • You may type the information manually and pass them as a static value
  • Use the functions to customize information like reformatting dates and times or modifying text, phone numbers and so on
  • You may also leave blank the box of a field's information you don't want to send through

Custom Fields

  1. If you'd like to add more fields, just look at the bottom of the page
  2. Head over the "Don't find a CRM custom field?" box
  3. Select the field you'd like to add from the dropdown list
  4. Click the Add Custom Field button
  5. The field will appear above
  6. Add the desired information, as you did with the other ones

Once accomplished your desired outcome, just click Next and head to the last step.

Step 5: Test

In this final step, you'll be able to send a lead from LeadsBridge to test if the configuration works properly.

  1. To create a new test lead, fill in the required information when prompted
  2. Click Test Now
  3. To test with a real lead, switch the toogle to "Test with existing lead".
  4. Click Sync Now along the lead you'd like to send
  5. If you did everything right the button will turn green, meaning your lead was synced successfully and the integration is ready
  6. Click Finish to save your settings and turn active your bridge

That's all! Congratulations.

You'll be redirected to the bridges section of your account with a green success message at the top right of the page and your bridge will now be active.

Have you got some questions?

You may want to take a look at the common questions on the respective integration's documentation.

If you have any other questions, or need help to configure your bridge from LiveChat Inc to Zendesk with LeadsBridge, do not hesitate to contact our Support!