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Navigate to the configuration page

The first step is to connect your Zendesk account to TextYess.
Open the Zendesk Integration page inside TextYess by navigating to https://ai.textyess.com/integrations/zendesk.

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Create the API token

  1. In Zendesk, click the Admin (gear icon) on the left sidebar.
  2. Go to Apps and Integrations → API → Zendesk API.
  3. Make sure the checkbox for “Allow API token access” is enabled.
  4. Under API Tokens, click Add API token.
  5. Add a name for the token, for example “TextYess Integration.”
  6. Click Copy to save your token somewhere safe — Zendesk will only show it once.
  7. Go back to TextYess → Integrations → Zendesk.
  8. Paste your Zendesk domain, admin email, and API token, then click Setup Zendesk.

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This will allow us to:

1

Create a TextYess view

The app will automatically create a view named “TextYess” where all new conversations with the AI agent will be visible
2

Handle custom support conversations

The app then automatically will send all new replies / comments created from your Zendesk account to TextYess. Remember that sending messages from Zendesk’s ticket page will stop the AI to reply to the customer!

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On every new WhatsApp conversation:

  1. TextYess automatically creates a customer in Zendesk with:
    • Email: zendesk_<phonenumber>@textyess.com
    • Their phone number attached to their profile
  2. A ticket is created with status: “solved.”
    This indicates the AI is actively managing the conversation.
  3. If the customer replies, Zendesk automatically reopens the ticket as “open.”
    The AI detects the new message and sends a response.
  4. After the AI responds, the ticket is automatically updated back to “solved.”
  5. If a human agent sends a message to the customer from Zendesk, the AI immediately stops replying, , and the conversation is handled exclusively by the support team.