Activating Messaging Tickets Monitoring

The Thank You GPT app uses the Sunshine Conversations (SunCo) API to monitor and manage your active messaging tickets in Zendesk.

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Things to Know Before You Begin

• You must have a Zendesk Suite Pro (or higher) account to use this feature.

• You need to be signed in as a Zendesk admin to complete the setup.

• Access to Sunshine Conversations API is required.

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Step 1: Activate Sunshine Conversations API and Create an API Key

1. In Zendesk Admin Center, go to:
   Apps and integrations → Conversations API

2. Click Create API.

3. Enter a name for the key (e.g., Key for Relay).

4. Click Next.

5. Save the following values securely:

   • App ID

   • Key ID

   • Secret Key

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Step 2: Generate a Secure Authorization Token

1. Open the SunCo Token Generator (Click here).

2. Enter your Key ID and Secret Key.

3. Click Generate Token.

4. Save the generated token securely.

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Step 3: Save Settings in Thank You GPT

1. Open the Thank You GPT app dashboard.

2. In the setup popup, enter your App ID and Authorization Token.

3. Click Save.

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Step 4: Optimize Zendesk Ticket Settings

For full coverage of all messaging tickets, we recommend enabling this option in Zendesk Ticket Settings:

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Troubleshooting & Verification

How to verify that messaging tickets are being monitored:

1. Send a test message to your Zendesk via a connected messaging channel (e.g., WhatsApp or web messenger).

2. Confirm that the Thank You GPT app detects and processes the ticket as expected.

3. Check the ticket events — the Thank You GPT actions should appear in the event log.

Common issues to check if it’s not working:

• Token Errors: Ensure the Authorization Token is valid and not expired.

• API Permissions: Verify that the Sunshine Conversations API is fully activated in Zendesk.

• Incorrect App ID or Token: Double-check that both values were entered correctly in the Thank You GPT dashboard.

• Suite Plan: Confirm that you’re on Suite Pro or higher, as lower plans do not support messaging monitoring.