Zendesk

Connect Zendesk to automate customer support workflows and manage tickets with AI agents

Zendesk is a leading customer service platform that helps businesses manage support tickets, customer communications, and service operations. With the Zendesk integration in Relevance AI, you can automate ticket management, streamline support workflows, and enhance customer service operations using AI agents.

This integration is built by Relevance AI. For integration-specific support, contact Relevance AI support. For Zendesk platform issues, visit Zendesk Support.

Connect the Integration

Follow these steps to connect your Zendesk account to Relevance AI:

1. Navigate to Integrations

   Go to the Integrations & API Keys page in your Relevance AI dashboard.

2. Select Zendesk

   Find and click on Zendesk from the list of available integrations.

3. Add Integration

   Click the Add Integration button to begin the connection process.

4. Enter Your Zendesk Domain

   Provide your Zendesk subdomain (e.g., yourcompany.zendesk.com).

5. Provide API Credentials

   Enter your Zendesk API token. You can generate an API token from your Zendesk Admin Center under Apps and integrations > APIs > Zendesk API > Settings.

6. Confirm Connection

   Once authenticated, you’ll see a confirmation that your Zendesk account is successfully connected.

Setting Up Triggers

Enterprise Plan Required for Triggers - Zendesk triggers are only available on Enterprise plans. Tool steps (actions) are available on all plans. Contact sales to learn more.

Zendesk triggers allow you to automatically activate agents when specific events occur in your Zendesk account, such as:

• New ticket created
• Ticket status changed
• Ticket priority updated
• New comment added to ticket
• Ticket assigned to agent

To set up a Zendesk trigger (Enterprise plans only):

1. Navigate to Agent Settings

   Open your agent and go to the Triggers tab in the agent settings.

2. Select Zendesk Trigger

   Choose Zendesk from the list of available trigger integrations.

3. Configure Trigger Event

   Select the specific Zendesk event that should activate your agent (e.g., “New Ticket Created”).

4. Map Variables

   Map Zendesk ticket data (subject, description, requester, priority, etc.) to your agent’s input variables.

5. Test and Activate

   Test your trigger to ensure it works correctly, then activate it to start automating your support workflows.

Tool Steps for Zendesk

Zendesk tool steps allow you to incorporate Zendesk actions into your agent workflows. These actions are available on all plans and can be used to automate ticket management and customer support operations.

Ticket Management

Create Ticket

Create a new support ticket in Zendesk with specified details including subject, description, priority, type, and assignee.

Get Ticket Info

Retrieve detailed information about a specific ticket using its ticket ID, including status, priority, assignee, requester, and all comments.

List Tickets

Retrieve a list of tickets from your Zendesk account with optional filtering by status, priority, assignee, or date range.

Search Tickets

Search for tickets using Zendesk’s search query language to find tickets matching specific criteria.

Update Ticket

Update an existing ticket’s properties such as status, priority, assignee, tags, or add internal notes and public comments.

Delete Ticket

Delete a ticket from your Zendesk account. Note that this permanently removes the ticket.

To find these tool steps when building your agent or tool, search for “Zendesk” in the tool step search bar.

Use the Integration’s API Tool Step (Advanced)

For advanced use cases, you can use the Zendesk API Call tool step to make custom API requests to any Zendesk endpoint. This gives you access to the full Zendesk API beyond the pre-built tool steps.

How to use the Zendesk API Call tool step

1. Add the Tool Step

   In your agent or tool builder, add the Zendesk API Call tool step.

2. Select HTTP Method

   Choose the appropriate HTTP method (GET, POST, PUT, PATCH, DELETE).

3. Enter the Endpoint

   Provide the API endpoint path (e.g., /api/v2/users.json or /api/v2/tickets/12345.json).

4. Add Request Body

   For POST, PUT, or PATCH requests, provide the request body in JSON format.

5. Configure Response Handling

   Map the API response to variables in your workflow for further processing.

6. Test the Request

   Test your API call to ensure it returns the expected data.

Example: Adding Tags to a Ticket

{
  "method": "PUT",
  "endpoint": "/api/v2/tickets/12345.json",
  "body": {
    "ticket": {
      "tags": ["urgent", "vip", "billing"]
    }
  }
}

Common Zendesk API Endpoints

Ticket Operations

• GET /api/v2/tickets.json - List all tickets
• GET /api/v2/tickets/{id}.json - Get ticket details
• POST /api/v2/tickets.json - Create a ticket
• PUT /api/v2/tickets/{id}.json - Update a ticket
• DELETE /api/v2/tickets/{id}.json - Delete a ticket

User Management

• GET /api/v2/users.json - List users
• GET /api/v2/users/{id}.json - Get user details
• POST /api/v2/users.json - Create a user
• PUT /api/v2/users/{id}.json - Update a user

Organization Management

• GET /api/v2/organizations.json - List organizations
• GET /api/v2/organizations/{id}.json - Get organization details

Ticket Comments

• GET /api/v2/tickets/{id}/comments.json - List ticket comments
• POST /api/v2/tickets/{id}/comments.json - Add a comment

Search

• GET /api/v2/search.json?query={query} - Search across Zendesk

For complete API documentation, visit the Zendesk API Reference.

Example Use Cases

Automated Ticket Triage

Automatically categorize and prioritize incoming support tickets based on content analysis, customer history, and urgency indicators. Route tickets to the appropriate team or agent.

Intelligent Response Suggestions

Analyze ticket content and customer history to generate suggested responses for support agents, reducing response time and improving consistency.

Customer Sentiment Analysis

Monitor ticket sentiment in real-time and automatically escalate tickets with negative sentiment or frustrated customers to senior support staff.

SLA Monitoring & Alerts

Track ticket response and resolution times, automatically escalate tickets approaching SLA breaches, and notify managers of potential violations.

Knowledge Base Automation

Automatically suggest relevant knowledge base articles to customers based on their ticket content, or create new articles from frequently asked questions.

Multi-Channel Support Sync

Synchronize support requests from multiple channels (email, chat, social media) into Zendesk tickets and maintain consistent customer communication.

Customer Data Enrichment

Automatically enrich ticket data with information from CRM systems, previous interactions, purchase history, and customer profiles for better context.

Automated Follow-ups

Schedule and send automated follow-up messages to customers based on ticket status, resolution time, or customer satisfaction scores.

Frequently Asked Questions

What permissions are required for the Zendesk integration?

The integration requires an API token with appropriate permissions. For full functionality, your Zendesk user should have Admin or Agent permissions. You can configure specific API token scopes in your Zendesk Admin Center.

Can I access tickets from multiple Zendesk accounts?

Yes, you can connect multiple Zendesk accounts by adding separate integrations for each account. Each integration will appear with its account name in your integrations list.

How do I troubleshoot authentication errors?

If you encounter authentication errors:

1. Verify your Zendesk subdomain is correct (e.g., yourcompany.zendesk.com)
2. Ensure your API token is active and hasn’t expired
3. Check that your Zendesk user has appropriate permissions
4. Try regenerating your API token in Zendesk Admin Center

If issues persist, contact Relevance AI support.

Can I use custom ticket fields?

Yes! When using the Zendesk API Call tool step, you can access and update custom ticket fields by including them in your API requests. Reference your custom field IDs from your Zendesk Admin Center.

Are there rate limits for Zendesk API calls?

Yes, Zendesk enforces API rate limits based on your Zendesk plan. The integration respects these limits automatically. If you encounter rate limit errors, consider implementing delays between API calls or upgrading your Zendesk plan.

Can I automate ticket creation from other sources?

Absolutely! You can use Relevance AI agents to monitor various sources (email, forms, chat, social media) and automatically create Zendesk tickets using the Create Ticket tool step. This enables centralized support management across all channels.

How do I handle ticket attachments?

Ticket attachments can be accessed and managed through the Zendesk API Call tool step. Use the appropriate endpoints to upload attachments when creating tickets or retrieve attachments from existing tickets.

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Contact our support team for assistance with the Zendesk integration

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