Overview
Connect Zendesk to InsiteChat and let AI handle first responses to support tickets. InsiteChat reads incoming tickets, searches your knowledge base for the best answer, and posts an AI-generated reply — dramatically reducing first response time.Setup
Get Zendesk API token
Go to your Zendesk Admin Center → Apps & Integrations → APIs → Zendesk API. Create a new API token. You also need your admin email and subdomain.
Connect in InsiteChat
Go to your chatbot → Webhooks tab → find the Zendesk card. Enter:
- Subdomain — e.g.,
yourcompany(from yourcompany.zendesk.com) - Admin Email — your Zendesk admin email
- API Token — the token from step 1
Set up trigger in Zendesk
In Zendesk Admin → Business Rules → Triggers, create a trigger that fires on new tickets or comments:Conditions: Ticket is created / Comment is added (by end-user)Actions: Notify webhook →Send the ticket ID and comment text in the webhook body.
How it works
- A customer creates a ticket or adds a comment
- Zendesk trigger sends the ticket data to InsiteChat
- InsiteChat searches your knowledge base for the best answer
- An AI-generated reply is posted as a public comment on the ticket
- The customer sees the response instantly
Features
- AI ticket replies — instant first response to reduce wait time
- Knowledge base search — uses your trained content for accurate answers
- Skips agent messages — only responds to end-user messages
- Plan quota enforcement — ticket replies count toward billing limits
- Conversation history — maintains context across ticket comments