This guide will walk you through connecting your Zendesk organization (i.e., your instance) to Alcmeon and configuring the synchronization settings.

Prerequisites

• You must have Alcmeon Administrator access.
• You must have access to your Zendesk environment and be authorized to grant third-party access.

Step 1 — Connect your Zendesk organization

• Go to the Settings section of Alcmeon.
• In the left-hand menu, click on Zendesk organizations.
• Click the Connect an organization button in the top right corner of the page.
• Enter the URL of your Zendesk instance (for example: `https://your-company.zendesk.com`).
• Follow the authorization steps to allow Alcmeon to access your Zendesk instance.
• Once the connection is established, your Zendesk organization appears on the page with its name, URL, and creation date.

Step 2 — Configure the customer fields

Click the “Edit configuration” button (⚙️ icon) in your Zendesk organization to access the configuration tabs.
The following tabs allow you to define how customers are searched for, displayed, and created in Zendesk: 
 

All standard Zendesk client properties are available, as well as custom fields (prefixed by `user_fields.` in dropdown lists).

Step 3 — Link social media accounts

After configuring the customer fields, you need to link your social media accounts to the Zendesk organization:

1. Click on “Link an account to this organization”.
2. Select one or more social accounts already connected to Alcmeon.
3. Once added, enable synchronization for each account using the toggle located next to it.
4. Each account can be activated or deactivated individually.

Step 4 — Configure conversation synchronization

Click on the “Synchronize conversations” tab to choose how to trigger the synchronization.

Option A — From the Alcmeon interface

Activate the " From the Alcmeon interface " toggle. In this mode:

• Synchronization is triggered when a message is processed by an advisor and the Alcmeon customer record is already linked to a Zendesk customer.
• No additional configuration is required beyond user association.

Option B — From the Zendesk interface

Enable the " From the Zendesk interface " toggle. In this mode, you must configure:

1. Alcmeon Team : Select the team that will trigger the synchronization. When a message is routed to this team (by a bot or an advisor), a Zendesk ticket is created.
2. The custom Email field : Select the custom "Email" field that will be used to search for or create the Zendesk client. This field must be created beforehand in the Alcmeon custom field settings.
3. Continue conversation synchronization after ticket creation (enabled by default): When disabled, Zendesk will not be notified of updates or closures of conversations after the initial ticket creation.

Step 5 — Configure the bot scenario (for option B only)

If you are using the synchronization mode from the Zendesk interface, you must configure a bot scenario that:

1. Collects the customer's email and stores it in the configured custom email field.
2. Tag the conversation with the correct team to trigger synchronization.

A typical scenario flow would be:

1. Welcome message explaining how it works.
2. Checking if the custom email field is already filled in.
3. If not, ask the user for their email address and register in the custom field.
4. Routing the conversation to the Zendesk team.
5. Transfer to an advisor.

Verification

Once the configuration is complete:

• Send a test message to one of the linked social media accounts.
• Verify that the message arrives in Alcmeon.
• Reply to the message (Mode A) or check the team assignment (Mode B).
• Confirm that a ticket has been created in your Zendesk environment with the correct message history.