> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.ada.cx/docs/handoffs/zendesk/zendesk-chat/zendesk-chat-configuration/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server.

# Zendesk Chat configuration

## Overview\[#overview]

Ada Glass for Zendesk allows customers to seamlessly transition from
their conversation with the AI Agent to a conversation with one of your
organization's live agents when a [Handoff](/docs/handoffs) occurs. The customer begins
their conversation with the AI Agent in the Ada chat window, and when Ada
Glass for Zendesk is triggered, the agent simply slides in where the AI Agent
left off, providing the agent with the customer's transcript and captured
variables.

> **Info**
>
> <table class="no-borders">
>   <tbody>
>     <tr>
>       <td>
>         ![](/_fern-img/cf5f7ea53fe77dd0b02b9f03f3bb04ef34ff2acea93f54eba2a1e6652ff5a811.webp)
>       </td>
>
>       <td>
>         This topic is about Zendesk Chat. If you're looking for
>         information about Zendesk Messaging, please see
>         [Configure and use Zendesk Messaging](/docs/handoffs/zendesk/zendesk-messaging).
>       </td>
>     </tr>
>   </tbody>
> </table>

This article will walk you through the steps required to configure Ada
Glass for Zendesk. Please note that establishing the integration between
Ada and your Zendesk instance requires you to navigate back and forth
between your Ada dashboard and Zendesk.

> **Note**
>
> You must subscribe to the Zendesk Chat Enterprise plan to use Ada Glass
> for Zendesk Chat. For help identifying which plan you have, see [Zendesk Help - About Zendesk Chat plan types](https://support.zendesk.com/hc/en-us/articles/4408839327642).

## Quick start

Complete these steps to configure Ada Glass for Zendesk. See [Implementation & usage](#implementation--usage) for detailed instructions.

#### Create a department or group

Set up a Zendesk department (Chat) or group (Agent Workspace) for live agents.

#### Define operating hours

Configure when live agents are available in Zendesk Chat.

#### Create an API client

Set up API credentials in Zendesk Chat for Ada authentication.

#### Add API client to Ada

Enter your Zendesk API credentials in the Ada dashboard.

#### Retrieve your account key

Get your Zendesk account key and add it to Ada.

#### Add an agent

Connect your Zendesk agent user account to Ada.

## Implementation & usage

Configure Ada Glass for Zendesk by completing the following steps. This requires navigating between your Ada dashboard and Zendesk.

### Create department or group\[#create-department-or-group]

Whether you create a department or group depends on which Zendesk
platform you are using. If you are using Zendesk Chat, you must create a
*department*. For Zendesk Agent Workspace, they're called *groups*.
Departments and groups have different configuration steps. The following
two subsections cover the setup process for each.

#### Departments – Zendesk Chat\[#departments-zendesk-chat]

Create a department for live agents to enable Handoffs from the AI Agent.

**To create a department:**

1. On the Zendesk dashboard, click **Settings**.

2. Under **Settings**, click **Departments**.

3. Click **Add Department**.

4. Add a name and description.

5. Click each agent's name to add them to the department.

6. Click **Create Department**.

If you are a new Zendesk customer or have the Enterprise tier account,
you do not need to assign the AI Agent an agent seat, neither do you need to
add the AI Agent to the departments.

#### Groups – Zendesk Agent Workspace\[#groups-zendesk-agent-workspace]

Create a group for live agents to enable Handoffs in Zendesk Agent Workspace.

**To create a group:**

1. In Zendesk, open **Admin Center** from the product menu, then go to
   **People** > **Team** > **Groups**.

2. Click **Add group**.

3. Enter a group name and description.

4. Select the agents you want to add to the group.

   When you create a new group, you can see which agents have access to
   which products.

   ![](/_fern-img/18643e55aab16622465c37e79ff0f6a0eab562aed992e771ab128085ec17de30.webp)

5. If you want this group to be the default group that all new agents
   are added to, select **Make default group**.

6. Click **Create** group.

7. Once created, you will need to enable your group in Zendesk Chat. To
   do this, in Zendesk Chat, select **Settings** from the menu on the
   left and then select **Departments**.

8. Locate your newly created group in the list and click on its name.

9. Next to *Enabled in chat?*, click **Enabled**. Click **Save
   changes**.

### Define operating hours

Configure when live agents are available to receive Handoffs.

#### In Zendesk Chat\[#in-zendesk-chat]

**To define operating hours for your entire Zendesk Chat function:**

1. In the menu to the left, click **Settings**.

2. Under Settings, click **Account**.

3. Click **Operating Hours**.

4. Next to Set schedule, click **Account**.

5. Set the online schedule to **Daily**.

6. Select the check box for each day of the week.

7. Modify the hours of operation to a time of your choosing.

8. Uncheck **Display operating hours**.

9. Click **Save changes**.

**To define operating hours for a specific department or group:**

1. In the menu to the left, click **Settings**.

2. Under Settings, click **Account**.

3. Click **Operating Hours**.

4. Next to Set schedule, click **Department**.

5. Click **+Add schedule**.

6. Give your new schedule a name, likely including the department or
   group's name.

7. Set the online schedule to **Daily**.

8. Select the check box for each day of the week.

9. Modify the hours of operation to a time of your choosing.

10. Click **Add or remove departments**.

11. Select the department or group from the list provided.

    > **Note**
    >
    > If you are adding a Zendesk Agent Workspace group, you must ensure
    > that chat has been enabled for the group in order for it to appear.

12. Click **Save changes**.

### Configure Zendesk Live Chat in Ada\[#configure-zendesk-live-chat-in-ada]

Start the configuration process in Ada to obtain the redirect URL.

#### In Ada\[#in-ada]

**To configure Zendesk Live Chat in Ada:**

1. On the Ada dashboard, go to **Config > AI AGENT > Handoffs**. Then, on the **Integrations** tab, beside **Zendesk Chat**, click **Configure**.

   The Zendesk Live Chat Settings window opens.

   ![Handoff integrations](/_fern-img/26720ade1a27c66d6531b34c4cc30da0a5bd1545fc37de4edfc14dac9021c167.webp)

2. Under **API Client**, copy the contents of the **Redirect URL** field to your clipboard.

### Create API client\[#create-api-client]

Create an API client in Zendesk Chat to enable Ada authentication.

#### In Zendesk Chat\[#in-zendesk-chat-api]

**To locate the API & SDKs page:**

1. In the menu to the left, click **Settings**.

2. Under Settings, click **Account**.

3. In the gray toolbar at the top, click **API & SDKs**.

4. Click **Add API Client**.

   ![](/_fern-img/0a3ddb15f12d640fcc7f4db4aabaa108e92cb75f8a36f052a429c9352b2484e5.webp)

**To configure your new API client:**

1. In the **Client Name** field, add a name for your API Client.
   Anything will do.

2. In the **Redirect URLs** field, paste your unique Redirect URL,
   which you copied previously.

3. Click **Create API Client**.

   ![](/_fern-img/a83e1bc511b3d61463ecf622b49752321a10664ec4f988a68e3b8f5a5e3a0bf8.webp)

### Add your API client to Ada\[#add-your-api-client-to-ada]

Copy the API client credentials from Zendesk Chat and enter them in Ada.

> **Note**
>
> **This prompt will only show once.** If you accidentally close the API Client Saved window before copying the required fields, you will have to regenerate the Client Secret.

**To add your API client to Ada:**

1. Copy and paste your Client ID from Zendesk Chat into the **Client
   ID** field in Ada.

2. Copy and paste your Client Secret from Zendesk Chat into the
   **Client Secret** field in Ada.

3. If you use Zendesk Support integrated with Zendesk Chat, specify
   your Zendesk Subdomain in Ada. This is the unique identifier at the
   beginning of your Zendesk account
   URL—https\://*yoursubdomain*.zendesk.com.

   > **Note**
   >
   > The subdomain is not the entire URL. It is only the portion marked
   > **yoursubdomain** in the example above.

4. Click **Save** to set your API Client in Ada.

**Zendesk:**

![](/_fern-img/3337a5dcf1667c67f86298cddee57af9fac037afb7da96ad07448d9238e0c4f7.webp)

**Ada:**

![](/_fern-img/03b19da05ea8ed643a4945dd47c9bad047c5d789320ff023dc879526e2028b96.webp)

### Retrieve your account key\[#retrieving-your-account-key]

Get your Zendesk account key to complete the configuration.

#### By checking your connection\[#by-checking-your-connection]

**To retrieve your account key via connection check:**

1. In the top right corner of your Zendesk Chat screen, click your user
   avatar, then click **Check Connection**.

   ![](/_fern-img/c79daac78a2153f073f89743c447180da6cce1cb5a77d6bbf46aac2f919a9a10.webp)

2. Copy the **Account Key** from the dialog that opens.

   ![](/_fern-img/575e343c97c992444d6ce236fc2a1f8f3284c8a17d03883783757b148167711b.webp)

#### By simulating a conversation\[#by-simulating-a-conversation]

If your account key isn't available in the connection check dialog, you can retrieve it by simulating a conversation.

**To retrieve your account key via simulation:**

* Click **Visitors** > **Simulate Visitor**.

* Alternatively, on the widget tile, click **Simulate conversation**.

A window opens, with a URL that contains the account key in a parameter.
Copy the account key from the URL.

![](https://p26.zdusercontent.com/attachment/10557657/zwiOME3aJr33MRLjsXcVnmrka?token=eyJhbGciOiJkaXIiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..c4qBMtua6Ag7BhJAQcL8Nw.fJOoeyy20cBNWfFhyLUGxqu1-ls6nFmgo1zVsiS7f6SV99CtBYIblB94lPayHFtoKYwo3h-37iYxtSfPlzkEcQ_pzaThxbm-I3wxpo8rlGjlSla3qB2aGuo0qcZBpfLJXGhICf46kWx7MX6rJkygoOEYN-V6iMAtzq6k33nh4dDFwwGCaEqAqtnMdOzysdKJC8S-TaB30GtmTxk4sT_3UuV9MyLNwSzThVmC9hpGHT9hYa0UcW5UF-HnRtM2NQiYJIyR3YegtY-ik1POqsnow8vc-ognVkG1QHQlnTO2OUo.0QO5nh0jeN7PT5ee2Xr39g)

### Add an agent

Connect your Zendesk bot user account to Ada to complete the integration.

#### In Ada\[#in-ada-agent]

**To add an agent:**

1. Log into Zendesk Chat as the bot user account. We highly recommend
   you create a brand new bot user account, with an email address that
   isn't tied to one specific person in your organization. This will
   ensure no changes will be made to the Bot Agent that could otherwise
   disrupt the integration.

2. Under Agent, click **Add Bot Agent**. A Zendesk Chat authentication
   tab opens.

   ![](/_fern-img/c502d7d73c90ede7a62d6029053d283c1815495b4613f7a5304e8c50857d997c.webp)

3. If you're already logged in to your own personal account on Zendesk
   Chat, click the blue link to switch accounts. **You must log in with
   an Administrator or Owner account.**

4. Click **Allow** to add your Agent to Ada automatically.

   ![](/_fern-img/7f4cb8febb31f92805439e139c02c1271d8d054c0ed93c502285f2ed1d042c97.webp)

### Zendesk authentication (optional)\[#zendesk-authentication]

Configure visitor authentication to help agents verify customer identities. Authenticated customers display a green checkmark overlay on their Zendesk avatar.

**To configure Zendesk authentication:**

1. Reach out to your Ada team to let them know you would like this
   feature enabled.

2. We will provide your development team with the documentation
   necessary for the configuration.

That's it! You've successfully configured Ada Glass for Zendesk. Next
up, see [Hand off customers to live agents using the Zendesk Live Agent block](/docs/handoffs/zendesk/zendesk-chat/zendesk-chat-handoff-setup)
to create a Zendesk Chat handoff in your [structured content](/docs/handoffs/handoff-management).

---

Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).