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The Zendesk extension is installed from the Zendesk Marketplace. Installing the app is enough to provision the integration. Omneo handles the rest of the setup for you.

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Prerequisites

Before installing, confirm you have:
  • Your Omneo domain (for example acme, the subdomain of acme.manager.getomneo.com)
  • An Omneo API token generated in CX Manager with the scopes below
  • Admin access to your Zendesk account

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Install from the Zendesk Marketplace

1

Find the Omneo app

Log in to Zendesk and open the Marketplace. Search for Omneo and select the listing.
2

Provide your Omneo credentials

Select Install and enter your Omneo domain and API token when prompted.
3

Confirm install in Omneo

The extension activates automatically against the Omneo tenant you provided. Your Omneo implementation team can confirm the install from CX Manager.
4

Configure profile sync and comms

Open the extension settings to review the profile mapping, identity handle, and tag prefix. See Profile sync.
Reinstalling is safe. Existing configuration is detected and replaced rather than duplicated, so you can reinstall to reset the extension to a clean state.

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What gets created on install

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In Omneo

The extension creates a set of tenant settings that control how it behaves, including the Zendesk subdomain, the identity handle used to link profiles, the tag prefix, and the field mapping. Your Omneo implementation team manages these on your behalf, and can adjust them if your requirements change.
Installing the extension does not automatically enable profile or rating sync from Omneo. Your implementation team configures the relevant Reactions during setup so that profile and rating events reach Zendesk once you are ready to go live.

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In Zendesk

The Omneo app becomes available in the Agent Workspace sidebar for every ticket. No further Zendesk-side configuration is required for the sidebar to appear. To also record Zendesk ticket activity as Omneo interactions, a Zendesk trigger and webhook need to be configured. See Ticket events to interactions.