You need to connect the Swifteq Automation app to your Zendesk Support. This authorizes the app to securely access your Zendesk account via the Application Programming Interface (API) and to receive notifications of when a new ticket is created in your Zendesk Support.
No employee or customer data is stored on the Swifteq servers. For more information, refer to the Data Processing Policy page on the Swifteq website.
This article covers how to Activate, Connect and Authorize the following Swifteq apps:
- Articles PDF Export
- Merge Duplicate Tickets
- Ticket Parser Autofill
- Auto Remove Attachments
- Triggers+ChatGPT
The examples in this help are shown for the Merge Duplicate Tickets app. When Activating, Connecting and Authorizing the other apps, the naming on the screens will show as the app you are installing.
In this Article
Sign in to the Swifteq Automation App
Activating the Swifteq Automation
Connect to Zendesk Support and Authorize
Allowing the Swifteq Automation App to Access your Zendesk Account
Next Step
Sign in to the Swifteq Automation App
When you create an account within Swifteq, and sign in to the app, you are prompted to connect the app to your Zendesk Support.
If the Connect to Zendesk Support page is not already displayed, sign in to the app as follows.
- Open your Zendesk Agent Dashboard.
- On the left-hand side of the Dashboard, click the relevant icon in the sidebar. When you hover your mouse over the icon, the name of the app displays.
- Sign In with the Swifteq Account that you created.
Activating the Swifteq Automation
The first time an app is used, it needs to be activated to enable it on your account. When prompted to Activate the Swifteq Automation app, click Activate on Your Account.
Connect to Zendesk Support and Authorize
When signing into the app, if it has not already been connected to your Zendesk Support, you are prompted to connect.
The Connect to Zendesk Support displays automatically.
- Enter the URL for your Zendesk account. This will always end in ".zendesk.com".
- Click Authorize in Zendesk Support.
Allowing the Swifteq Automation App to Access your Zendesk Account
Swifteq then needs the permission to access your Zendesk account and read your Zendesk Support tickets. The following screen displays.
Click Allow.
Depending on the app being installed, there may be additional functions that require access as in the following example.
Next Step
The next step is to Configure and Enable the app. The configuration is specific for each app. Refer to the following articles:
Merge Duplicate Tickets - Configuring the Merge Duplicate Tickets App, Setting up the Merging Rules and Enabling Merge Duplicate Tickets
Auto Remove Attachments - Configuring and Enabling the Auto Remove Attachments App and Running the Redaction Task
Triggers+ChatGPT - articles in the section Configuring Workflows.
Reauthorizing the App
Once the app has been authorized, there may be times that you need to Reauthorize. For full details refer to Reauthorizing or Disconnecting a Swifteq Automation App.
- Reauthorizing the app allows you to fix any access issues to the Zendesk API. For example, if you are not seeing the information in the Swifteq app that you expect.
- You need to Reauthorize if the user who initially made the connection has been revoked in Zendesk, or if the permissions for that user have been removed.