Zendesk

Overview

Zetra works with Zendesk in two ways. Your agent can answer Zendesk tickets (as a draft for your team, or as a direct reply), and it can escalate chats from your website and other channels by opening a Zendesk ticket with a summary of the conversation.

Before you start

• A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
• A Zendesk account where you're an admin (or an agent, for escalation only), and your Zendesk subdomain: the yourcompany in yourcompany.zendesk.com.
• A Standard plan or above. See pricing.

Escalate by opening a Zendesk ticket

1. Open the Zendesk integration

   Go to your Zetra dashboard, open your agent, click Integrations and then Connect on the Zendesk card. A window opens.

2. Sign in with Zendesk

   Enter your Zendesk subdomain and click Submit. You're taken to your own Zendesk sign-in (including your company's single sign-on, such as Okta, if you use one). Sign in and click Allow. The window closes and the card shows Connected.

   Zetra asks only to read your account and to create tickets. Tickets are created as the person who signed in, so use an agent or admin account.

3. Add the Escalations action

   1. Open your agent and click Build → Actions.
   2. Click Create action, open Escalations and choose Create ticket.
   3. Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.

   When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in Zendesk and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.

Answer Zendesk tickets

In this mode the agent works inside Zendesk: every new ticket is sent to Zetra, and the agent answers from your data sources. Start with drafts so your team can check the answers before letting it reply on its own.

1. Create a Zendesk API token

   In Zendesk, go to Admin Center → Apps and integrations → APIs → Zendesk API, turn on Token access and click Add API token. Copy the token.

2. Open the Zendesk channel in Zetra

   Open your agent, click Channels and then Setup on the Zendesk card. Copy the Endpoint URL shown there.

3. Create a webhook in Zendesk

   In Admin Center → Apps and integrations → Webhooks, click Create webhook, choose Trigger or automation, paste the Endpoint URL, set the method to POST and the format to JSON, and create it. Open the webhook and copy its Signing secret.

4. Create a trigger for new tickets

   In Admin Center → Objects and rules → Triggers, create a trigger with the condition Ticket → Is → Created and the action Notify by → Active webhook, choosing the webhook above. Use this JSON body:

   JSON bodyCopy

   {"ticket_id":"{{ticket.id}}","subject":"{{ticket.title}}","description":"{{ticket.description}}","requester_email":"{{ticket.requester.email}}"}

5. Finish in Zetra

   Paste your subdomain, the email address of the Zendesk user the agent should answer as, the API token and the signing secret. Choose what the agent should do:

   • Draft suggestions: adds a private internal note your team can review, edit and send.
   • Auto-reply: replies to the customer directly.

   Turn on Answer new tickets and click Save.

Troubleshooting

Managing the connection

Click Manage on the Zendesk card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching Zendesk; tickets already created stay in Zendesk.

Next steps