Zendesk
Connect your AI with Zendesk for seamless handoffs and ticket management
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.
Timeline
Setup Time
Complete integration in just 1 hour
Zero Downtime
No interruption to existing support operations
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
Integration Paths
Sunshine Conversations API
Sunshine Conversations API
For real-time messaging and conversational channels:
Enable Integration
- Go to Settings -> Ticketing -> Zendesk in your Open dashboard
- Click Connect with Zendesk
- Enter your API credentials
Configure Zendesk
Set up in Zendesk:
- Create a webhook with provided URL
- Enable all event types
- Create API key with
appscope
Perfect for chat, WhatsApp, and other real-time messaging channels where you need seamless conversation handoffs.
Standard Zendesk API
Standard Zendesk API
For traditional support channels and ticket management:
Enable Integration
- Go to Settings -> Ticketing -> Zendesk in your Open dashboard
- Click Connect with Zendesk API
- Enter your Zendesk subdomain and API token
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.
How It Works
- AI-First Resolution: Our AI agent attempts to resolve customer inquiries based on your configured triggers and rules
- Smart Assessment: If the AI determines it cannot fully resolve the issue, it automatically initiates a handoff
- Seamless Handoff: The conversation is transferred to your Zendesk agents using your existing workflows
- 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.
Use Cases
Chat Handoff
Chat Handoff
Smooth transition from AI to human agents in chat conversations, maintaining full context and history.
WhatsApp Support
WhatsApp Support
Seamless handoff of WhatsApp conversations to support teams with complete message history.
Email Support
Email Support
Automatic ticket creation from email inquiries with smart categorization and routing.
Web Form Integration
Web Form Integration
Direct integration with web forms, creating structured tickets with custom field mapping.
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!