Integration

SupportAi with Zendesk

Zendesk is a solid ticketing system, and its AI add-on is priced accordingly. Many teams want AI resolution without upgrading Suite tiers or paying per automated resolution.

SupportAi sits in front of Zendesk: it answers from your Guide content and live data, and when a person is needed it creates a Zendesk ticket with the transcript so your agents keep their existing workflow.

Last updated

Setup

  1. 1

    Crawl your Zendesk Guide help centre URL as a knowledge source

  2. 2

    Add a create_ticket action pointing at the Zendesk Tickets API

  3. 3

    Set escalation rules to call the action and route to your inbox

  4. 4

    Optionally send conversation.closed webhooks to Zendesk for records

What you get

  • Answers from Zendesk Guide content, reindexed on change
  • Ticket creation with transcript on escalation
  • Deterministic lookups your Zendesk bot cannot do
  • Slack, WhatsApp and email without Zendesk add-ons
  • Keep Zendesk reporting via webhooks

Your Guide, answering back

Point the crawler at your help centre URL. Every article is indexed and reindexed when edited. Add internal macros or policies as documents for gaps.

Tickets only when needed

Escalation rules trigger a create_ticket action with the conversation, sentiment and customer details. Your Zendesk queue receives fewer, better tickets.

Channels without add-on fees

Web, Slack, WhatsApp and email run through SupportAi's inbox on every plan. Use Zendesk for what it does best and stop paying for channels twice.

FAQ

Frequently asked questions

Yes, via actions or webhooks against the Zendesk API.

Keep exploring

AI front line, Zendesk back office

Crawl your Guide and add one ticket action today.

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