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OpenCX works alongside your agents inside Zendesk. The AI resolves what it can, escalates what it can’t, grounds every answer in your , and files every handoff straight into the ticket or thread your reps already live in — no separate inbox, no context rebuild.
Setup starts at Settings → Integrations in your OpenCX dashboard.

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What you get

When the AI escalates, OpenCX opens (or appends to) a Zendesk using your existing triggers, groups, and SLAs. The conversation summary becomes the description, the full transcript lands as the first comment, the source channel is tagged, and any you map are filled before an agent opens the ticket.
Public replies your reps send from Zendesk travel back to the contact on the channel they wrote in — email, SMS, WhatsApp, web widget. Internal notes stay private. No copy-pasting, no “reopen the other tool” detours.
works on tickets your team opened directly in Zendesk. OpenCX reads the ticket, drafts a reply grounded in your Help Center, and posts it as an internal note. The customer sees nothing until your rep hits send.
OpenCX syncs your Help Center on a schedule. Edits, new articles, and propagate without re-training. The AI shows its source so your reps can audit a draft in one click.
Map any Zendesk custom field to a short description of what it represents. On handoff, OpenCX picks the value — dropdowns stay inside your existing options; text fields get structured strings. Your saved views, triggers, and reports work on day one.

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Supported channels

Pick the channel you want to wire through Zendesk — each page covers the implementation details for that channel on top of the shared Zendesk setup.

AI Chat Widget

Live chat handoff into the Zendesk Agent Workspace via Sunshine.

AI WhatsApp Support

Business WhatsApp threads routed to the Agent Workspace.

AI SMS Support

Inbound SMS handed off as live Sunshine conversations.

AI Phone Support

Voice conversations with transcript attached for your reps.

AI Email Support

Email handoff creates a Zendesk ticket with the thread attached.

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Observability

Every conversation OpenCX hands to Zendesk is traceable from the Zendesk side back to the exact OpenCX session. Your reps debug in the tool they’re already in; your admins audit without re-running the AI.
OpenCX writes the session UUID into Zendesk’s . Searching or filtering tickets by external_id surfaces the exact OpenCX thread — useful when a rep needs to know “which conversation produced this ticket?”
OpenCX applies a consistent tag set on every ticket: opencx always, plus tags for mode (opencx_autopilot, opencx_assist_mode, opencx_handedoff), source channel (opencx_channel_<name>), detected sentiment (opencx_sentiment_<value>), and conversation language (opencx_language_<code>). Build Zendesk views and reports on these without touching OpenCX.
For channels routed through Sunshine Conversations, OpenCX attaches opencx_org_id, opencx_contact_id, and opencx_session_id to every conversation’s metadata. Your reps don’t see these directly, but they’re reachable via the Conversations API for debugging and analytics.
Want a specific tag or field you don’t see here? Mention it during onboarding — tag application is configurable per organization.

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Pick your setup path

Most teams run both — Ticketing for email, Sunshine for everything real-time. Start with one and add the other later.
Use for every real-time channel — web widget, SMS, WhatsApp, Messenger, Instagram, and phone handoffs. Conversations land in the Zendesk as live chats, not tickets.Credentials: Sunshine , subdomain, and .

Set up Sunshine Conversations

Connect Sunshine for live chat, SMS, WhatsApp, and social.

Assist Mode

AI-drafted internal notes on agent-owned tickets.

Help Center Sync

Train the AI on your Help Center articles.

Channels

Per-channel implementation details on top of the shared setup.

Troubleshooting

Tickets not creating, replies missing, sync stuck.