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Zendesk integration: a conversation the agent cannot resolve becomes a Zendesk ticket

Agenola's Zendesk integration opens a Zendesk ticket for every conversation the AI agent cannot resolve, with the transcript and a handoff note, reads the ticket's status back from Zendesk and runs ticket, user and organization operations from flow steps. One-click connection, no keys to copy.

How it works

When a customer wants a person or the agent is not sure, a request is taken: subject, details, contact. It lands in your dashboard and is opened in Zendesk. The handoff note (summary and suggested first step) sits at the top of the body, followed by the customer's name, contact, the source agent and the transcript. The agent who picks it up can read the first three lines and take over.

The requester's email is set only when it is a real email: Zendesk sends replies there, and a made-up address would have an agent writing a reply that reaches nobody. A phone number stays in the body.

Status is read back: when the Requests screen in the dashboard opens, the statuses are asked from Zendesk, and a ticket solved there shows as solved in the dashboard. You do not set up webhooks.

  • The connection uses Agenola's Zendesk app: you type your Zendesk address and grant access in Zendesk. The granting account must be an agent or admin; tickets and flow steps act in that person's name.
  • One help desk per workspace.
  • If the connection goes unused for 90 days Zendesk revokes the grant; you then reconnect.
  • Removing the connection also revokes Agenola's access in Zendesk.

What it does

This list is generated from the same source as the Zendesk page in the dashboard: if it isn't listed here, we don't do it with Zendesk. Flow steps live in the flow editor under Add step → Integrations → Zendesk.

TicketAction · Flow step6

  • Create ticket

    Opens a ticket in Zendesk; without a requester, it's opened as the person who connected Zendesk.

  • Delete ticket

    Moves the ticket to deleted tickets.

  • Get ticket

    Reads the ticket's subject, status and priority.

  • Get tickets

    Returns the 100 most recently updated tickets (optionally by status) as a list.

  • Recover suspended ticket

    Turns a suspended ticket into a regular ticket.

  • Update ticket

    Changes the status, priority or tags; optionally adds a comment or internal note.

Ticket fieldAction · Flow step2

  • Get ticket field

    Reads a ticket field's name and type.

  • Get ticket fields

    Returns the system and custom ticket fields as a list.

UserAction · Flow step8

  • Create user

    Creates a user; end user if no role is chosen.

  • Delete user

    Deletes the user.

  • Get user

    Reads the user's name, email and role.

  • Get users

    Returns the first 100 users (optionally by role) as a list.

  • Get user's organizations

    Returns the organizations the user belongs to as a list.

  • Get user's ticket counts

    Reads how many tickets the user requested, was CC'd on and is assigned.

  • Search users

    Finds users with a Zendesk search query (e.g. email).

  • Update user

    Changes the name, email or phone.

OrganizationAction · Flow step7

  • Count organizations

    Reads how many organizations the account has.

  • Create organization

    Creates an organization.

  • Delete organization

    Deletes the organization.

  • Get organization

    Reads the organization's name.

  • Get organizations

    Returns the first 100 organizations as a list.

  • Get organization's counts

    Reads the organization's ticket and user counts.

  • Update organization

    Changes the name or domain names.

TriggerTrigger · Polling1

  • Ticket status changed

    When the Requests screen opens, statuses are fetched from your help desk; a change made there shows up in the panel too.

Example conversations

Handoff: the conversation becomes a Zendesk ticket

Visitor: The company name on my invoice is wrong, it needs correcting.

Agent: Our finance team handles invoice corrections. May I have your order number and email?

Visitor: 1187, ben@example.com

Agent: I've passed it on; the team will reply by email.

Behind the scenes: A ticket opens in Zendesk: subject, handoff note ("Invoice name correction, order 1187; suggested first step: void and reissue"), requester ben@example.com and the transcript.

A customer asks about their ticket

Visitor: What's the status of the ticket I opened yesterday? Number 4821.

Agent: Ticket 4821 is "pending"; our team is waiting for more information from you.

Behind the scenes: The "Get ticket" flow step reads the ticket's subject, status and priority from Zendesk; the agent states the status in its sentence.

A business customer attached to their organization

Visitor: I have a bulk order question on behalf of Acme Ltd.

Agent: I found your Acme Ltd account; I'm opening the request under it.

Behind the scenes: The "Search users" step finds the user by email, "Get user's organizations" reads the organization; tags and requester are filled accordingly when the ticket is created.

Setup

Our app on the Zendesk side is currently going through approval. Until it is approved the connection is not open to everyone; once approved, the steps on this page apply as written.

  1. 1In Agenola open Integrations → Zendesk, type your Zendesk address (yourcompany.zendesk.com) and press "Connect to Zendesk".
  2. 2Grant access on the page Zendesk opens. You copy no key or token; the granting account must be an agent or admin.
  3. 3Done: requests opened in chat start landing in Zendesk. Optionally add Zendesk steps in the flow editor; tickets, users and organizations come live from Zendesk.

Detailed setup: How do I connect Zendesk, Intercom or Freshdesk?

Permissions and where your data goes

  • Sent to Zendesk: the request subject, the handoff note, the customer's name and contact, the source agent's name and the transcript; in flow steps the fields you write. No voice recordings (none are kept).
  • Read from Zendesk: the status of forwarded tickets (when the Requests screen opens, the newest 300) and tickets, users and organizations when a flow step asks.
  • Requested access: general read and write (Zendesk's "read" and "write" scopes). Connection data is stored encrypted on the server; the expiring token is refreshed under a lock.
  • Only workspace owners and admins can change the connection; removing it also revokes Agenola's access in Zendesk.

Related integrations

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Frequently asked questions

Do I need to create an app or an API key in Zendesk?

No. The connection is made with Agenola's own Zendesk app: you type your address and grant access in Zendesk. Zendesk's developer policy also forbids asking customers to create their own app.

In whose name is the ticket opened?

The requester is the customer when their email is real. Otherwise the ticket is opened in the name of the person who connected Zendesk, with the phone number the customer left in the body.

Does a ticket solved in Zendesk close in the dashboard too?

Yes. When the Requests screen opens, statuses are read from Zendesk and reflected; a closed ticket the customer replied to shows up as well. No webhook or trigger to set up.

Can I connect Gorgias or Intercom at the same time?

No. One help desk per workspace: the same request in two queues would send the customer two different answers.

Try the Zendesk connection on your own account

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