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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

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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

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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!