🔗 How to connect Discord to Zendesk?

This article guides you through the process of connecting your Discord server to Zendesk using the Discorder app. This integration allows you to receive and respond to Discord private and public messages directly within Zendesk.

1. First, install Discorder from the Zendesk Marketplace.
2. Navigate to Admin Center >> Apps and Integrations >> Channel apps >> OAPPS for Discord:

3. Switch to the «Accounts» tab and press «Add account»:

4. Enter Account name (use meaningful names) and go through "Continue with Discord":

5. Select the channel (server) you'd like to connect from the drop-down list and click on "Continue":

6. Grant full permissions on the next step and click "Authorize":

7. Complete account creation by clicking on «Create»:

That's it! The integration is created!

Advanced Settings tab:

There're a few options you can configure in the "Advanced" tab:

• Use tags for each account to configure the routing of incoming requests:

• If you leave your e-mail address, the system will notify you in case of problems with the configured integration:

• The subject text is trimmed to the value specified as the «Ticket subject length»:

• Specify ticket subject prefix - it will help you to find out where the message comes from:

• If you want to receive only Private threads and no public ones, disable the option "Process bot @mentions". 
  If you want to receive both Private threads (via the /help command) and Public threads (via @botmention), then keep the option "Process bot @mentions" enabled:
  
  

  Important Note: Private threads cannot be started in announcement channels on Discord.
  
  

• Keep the toggle for "Anyone can invite to thread" disabled if you want to restrict participants from adding other users to private threads:

• Disable the "Generate ticket ids" toggle to use the Zendesk ticket ID as the Discord thread ID.
  If enabled, thread IDs will be generated in Discord and won't match the Zendesk ticket IDs.
  

Pre-chat:

A pre-chat form allows you to present a series of questions or options to a customer in Discord. Based on their selections, specific tags can be automatically added to the Zendesk ticket:

• Label - name of the answer option that will be presented to your customer in Discord.
• Tag - a tag that is added to a Zendesk ticket if the customer selects the corresponding 'Label' option.
  
  
  
  

Always remember to save the changes to ensure they are applied.