Our Zendesk integration enables smooth transitions from AI to human support. When your AI needs to hand off a conversation, it automatically creates a ticket in your Zendesk Agent Workspace, allowing your team to continue the conversation naturally.

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How It Works

  1. AI handles customer conversations
  2. When handoff is needed, a Zendesk ticket is created automatically
  3. Your support team continues the conversation in Zendesk
  4. All context and conversation history is preserved

Your agents won’t need to learn new tools - they’ll just see new tickets in Zendesk when the AI hands off conversations.

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Setting Up the Integration

1

Enable Integration

  1. Go to Settings -> Integrations in your Open dashboard
  2. Click Connect with Zendesk
  3. Enter your API credentials
2

Configure Zendesk

You’ll need to set up two things in Zendesk:

1. Create a Webhook

  • Use the URL provided in your Open dashboard
  • Enable all event types
  • Include all data in webhook events

2. Create an API Key

  • Go to Zendesk Admin Center -> Conversations API
  • Create a new API key with app scope
  • Copy the key to your Open dashboard

For detailed webhook setup, check the Sunshine documentation.

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Customizing Tickets

You can control how tickets are created in Zendesk by setting metadata. This includes:

  • Ticket tags
  • Group assignment
  • Custom fields
  • Priority levels

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Example Configuration

const options = {
  apiUrl: "https://api-v2.opencopilot.so/backend",
  socketUrl: "https://api-v2.opencopilot.so",
  initialMessage: "Hey! happy to help.",
  token: "your_copilot_token_goes_here",
  user: {
    name: "Widget User's Name",
    email: "widget.user.email@example.com",
    avatar: "https://link.to.avatar/",
    phone: "1234567890",
    customData: {
      // Zendesk ticket fields
      "dataCapture.ticketField.3584154321651": "Support Request",
      "dataCapture.ticketField.765484654312": "High Priority",
      "dataCapture.systemField.tags": "ai_handoff,urgent",
      
      // Your custom data
      customerType: "premium",
      preferredLanguage: "english"
    },
  },
};

Use custom fields to pass important context to your support team when handoff occurs.

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Best Practices

  1. Set Clear Handoff Rules

    • Define when AI should transfer to humans
    • Configure appropriate ticket priorities
    • Set up proper team routing

  2. Use Meaningful Tags

    • Tag AI-handled conversations
    • Mark priority levels
    • Track conversation types

  3. Maintain Context

    • Pass relevant user information
    • Include conversation history
    • Add any actions the AI has taken

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