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Overview

Our Zendesk integration enables smooth transitions from AI to human support through two powerful paths: Sunshine Conversations API for modern messaging channels and the standard Zendesk API for traditional support channels. With minimal operational changes, your team can start handling AI handoffs seamlessly in your existing Zendesk workflow.
Your agents won’t need to learn new tools - they’ll just see new tickets in Zendesk when the AI hands off conversations. The integration works with your existing Zendesk setup and requires no changes to your current support processes.

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Timeline

Setup Time

Complete integration in just 1 hour

Zero Downtime

No interruption to existing support operations

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Features

Conversational Handoff

Seamless transitions from AI to human agents across chat, WhatsApp, and social media

Ticket Management

Automated ticket creation and management for email, web forms, and traditional support

Smart Routing

Intelligent ticket distribution based on team expertise and workload

Context Preservation

Complete conversation history and customer context in every handoff

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Integration Paths

For real-time messaging and conversational channels:
  1. Go to Settings -> Integrations -> Zendesk in your Open dashboard
  2. Click Zendesk Messaging
  3. Follow the instructions until you have successfully saved all Sunshine API credentials
For traditional support channels and ticket management:
1

Enable Integration

  1. Go to Settings -> Ticketing -> Zendesk in your Open dashboard
  2. Click Connect with Zendesk API
  3. Enter your Zendesk subdomain and API token
2

Configure API Access

Set up in Zendesk:
  • Create API token in Admin Center
  • Enable API access
  • Verify subdomain configuration
Ideal for email support, web forms, and traditional ticketing where you need structured ticket management.

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How It Works

  1. AI-First Resolution: Our AI agent attempts to resolve customer inquiries based on your configured triggers and rules
  2. Smart Assessment: If the AI determines it cannot fully resolve the issue, it automatically initiates a handoff
  3. Seamless Handoff: The conversation is transferred to your Zendesk agents using your existing workflows
  4. Context Transfer: All conversation history and context is preserved for your agents to continue seamlessly
Your agents will see these handoffs as regular tickets in their Zendesk workspace, maintaining your current operational workflow without any disruption.

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Use Cases

Smooth transition from AI to human agents in chat conversations, maintaining full context and history.
Seamless handoff of WhatsApp conversations to support teams with complete message history.
Automatic ticket creation from email inquiries with smart categorization and routing.
Direct integration with web forms, creating structured tickets with custom field mapping.

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Best Practices

Handoff Rules

Define clear criteria for AI-to-human transitions

Ticket Templates

Create consistent ticket formats for different channels

Priority Mapping

Set up smart priority assignment based on context

Team Routing

Configure proper team assignment rules
Need help setting up? Contact our support team for assistance!