How to set up the Smart Role app from Zendesk Marketplace?

The Smart Role Zendesk app allows you to seamlessly integrate Smart Role’s training platform with your Zendesk environment, helping you assign training scenarios directly to agents in their usual working environment. 

Here’s a detailed step-by-step guide on how to install and set up the Smart Role Zendesk app.

Step 1: Install the Smart Role App on Zendesk

1. Log into your Zendesk Admin Console.
2. Navigate to Apps > Marketplace.
3. Search for the Smart Role App and click on it.
4. Click the Install button to add the app to your Zendesk account.

Step 2: Generate a Zendesk API Token

1. In your Zendesk Admin Console, go to Apps and Integrations > Zendesk API.
2. Under the API section, make sure the Token Access option is enabled.
3. Click on Add API Token to generate a new token.
4. Copy the API token generated. You will need this later in Smart Role.

Step 3: Set Up the Integration in Smart Role

1. Go to app.smartrole.ai and either log in or create a Smart Role account using your Zendesk credentials.
2. In Smart Role, navigate to the Integrations menu located in the admin panel.
3. Click on Create New Integration.
4. Select Zendesk as your integration type.
5. Enter your Zendesk subdomain (this is the URL prefix of your Zendesk account, for example: yourcompany.zendesk.com).
6. Paste the API token you copied from the Zendesk admin console.

Step 4: Assign Training Scenarios to Zendesk Agents

Once the integration is successfully set up:

1. Go to the Training section in Smart Role.
2. Create or select training scenarios relevant to your agents.
3. Assign scenarios to your agents through the Smart Role platform.
4. These training scenarios will automatically appear in your Zendesk environment, and agents can complete them directly from Zendesk.

Need Help?

For personalized onboarding support or if you run into any issues, please reach out to us at friends@smartrole.ai. You can also visit www.smartrole.ai for more information.