Zendesk Chat (Zopim) Integration
SAS_IntegrationNotRESTIntroduction
You can integrate third-party systems with Service Apps in many ways. The method you select will depend on business requirements, architectural and security constraints as well as the characteristics specific to each third-party application or service. You can use the REST, CSV, Online CSV data sources and the HTML Script widget.
This document describes a standard integration process that has already been implemented in a customer context.
To find out more about this integration, please do not hesitate to contact your EasyVista contact, or your service provider and integrator.
Integration Summary
Zendesk Chat (formerly known as Zopim Live Chat) is a Live Chat software with several versions, one of which is free (Lite). It enables you to communicate in real-time with prospects, customers or visitors to your websites and apps, and engage them through their online experience.
This easy-to-implement integration enables you to embed a Zendesk Chat widget directly in an 
app using a HTML Script widget.
| Integration Data Feed (direction) | Authentication Type | Integration Connector Options | ||
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N/A |
HTML Script widget |
SaaS Version of Third-Party Product |
On-Premise Version of Third-Party Product |
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Step-by-Step Integration Process
See the Zendesk Chat online help:
- Getting Started, Knowledge Base and Community
- Creating a Zendesk Chat account
- Adding Zendesk Chat to your website
- Using Web Widget to embed customer service in your website
- Customizing the chat widget
You can embed Zendesk Chat in in three easy steps:
- Step 1: Check the list of requirements.
- Step 2: Copy the JavaScript code of the Chat widget.
- Step 3: Embed the JavaScript code in an app to display the Chat widget.
Step 1: Check the list of requirements.
- You must have a Zendesk Chat user account as well as the relevant login and password. If this is not the case, use the form to create a Zendesk Chat account. Validate and activate your new account by clicking the email link that will be sent to your email address.
See Creating a Zendesk Chat account.Note: If you do not receive the activation link, check the Spam folder of your email system.
Step 2: Copy the JavaScript code of the Chat widget.
1. Log in to your Zendesk Chat account.
2. In the navigation pane to the left of the dashboard, select Settings > Widget > Getting Started (outlined in orange).
3. Copy the JavaScript code outlined in red.
Note: You can click [ SEND ] to send this code by email to the user in charge of embedding the Chat widget in the app.
Step 3: Embed the JavaScript code in an app to display the Chat widget.
PasteJavaScriptCode
1. Go to and open the app you want.
2. Use a HTML Script widget to display the Chat widget:
- Click
in the Objects pane. Open the Basic category and click and drag the HTML Script widget to the Design pane.
You can place the HTML Script widget anywhere on the page because the Chat widget will appear by default at the bottom right of the user's screen. Nevertheless, to find it quickly without searching for the widget by name, you can insert it at the bottom of the page.
- Rename the widget so you can identify it easily.
- Paste the JavaScript code obtained in step 2 in Theme > Footer > Footer and check the Display box. Paste the code of the Chat widget in the Header or Footer section instead of the HTML Code field. This enables the Chat widget to be displayed without being restricted by the height of the HTML Script widget and to appear on all app pages.
Note: In some cases, you can also use the Secured Html widget and paste the JavaScript code directly in the Html Code field.
3. Click 
to switch to preview mode and check the visual layout and workability of the Chat widget.
Use Case
UseCaseZendesk
The Zendesk Chat widget enables users of your apps to communicate with a group of users.
Communication with the Service Desk, HR team or Sales team
Operating principle
- Integration of the Chat widget in the Standard Service Workplace template.
- Members of the group can answer app users directly in the Zendesk Chat dashboard.
- The discussion thread in the Chat widget will automatically be updated in the app.
