Zendesk integration

Connect your AI concierge to Zendesk.

Give customers an AI concierge that answers, takes action across your connected systems, and brings in the right people. Keep Zendesk for the conversations your support team needs to handle.

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  • Keep your existing helpdesk
  • Connect your other systems
  • Control actions and approvals

How Typewise fits with Zendesk.

Resolve requests across your connected systems. Keep Zendesk for conversations your support team takes over.

Your customerOne conversation
TypewiseAI conciergeUnderstand the request.
Find the answer. Take action.Your rules & approvals
ZendeskKnowledge, records & actionsHuman handoff destination
Your other systemsCRM · ERP · Shop · IT ticketingConnected for your workflows
Handoffs continue in Zendesk. Optional backup copies completed conversations there. Other systems and routes require their own configured integrations.

Meet customers where they already are.

Connect your customer channels to Typewise, separately from Zendesk.

  • Chat
  • Email
  • WhatsApp
  • Social
  • Voice
  • ChatGPT
  • Claude
  • In-App

How Typewise uses Zendesk.

Connect Zendesk to give the concierge knowledge, access to records and approved actions.

Knowledge

Import your Zendesk Help Center articles as a knowledge source, so answers are grounded in what you already publish.

Lookups

Fetch ticket and user details from Zendesk during a conversation, so the AI replies with the facts in front of it.

Actions

Perform approved updates in Zendesk as part of resolving a request. You decide which actions need a human to confirm first.

What the AI can do in Zendesk.

These tools power AI customer service in Zendesk. Your team can also use configured lookups and actions through Nova in the Typewise ticket view, confirming each action before it runs.

Lookups

What the AI can read

Fetched from Zendesk during a conversation, before the AI replies.

  • Retrieve a Zendesk ticket by its IDget_ticket_by_id
  • Retrieve all comments on a ticketget_ticket_comments
  • Search Zendesk Help Center articlessearch_articles
  • Get information about a Zendesk userget_user_info

Additional Zendesk lookups are available. Ask us to enable the ones you need.

Actions

What the AI can write

Updates made in Zendesk as part of resolving a request. Any action can be set to require a human's approval first.

  • Update the email address of a Zendesk senderupdate_sender_email

Additional Zendesk actions are available. Ask us to enable the ones you need.

Handoff and backup in Zendesk.

Handoff lands in Zendesk

Set Zendesk as the handoff destination. When the AI hands a ticket to a human, it goes to Zendesk and your support team continues the conversation there.

Completed tickets can be backed up to Zendesk

Enable ticket backup to copy completed Typewise conversations into Zendesk.

These are separate settings. After a full handoff, your team continues in Zendesk; the AI does not automatically resume. Backup copies completed conversations, rather than continuously synchronizing every record in both directions.

Set up by your Zendesk admin.

A Zendesk admin creates an OAuth client in Zendesk. Typewise then connects with the subdomain, Client ID and Client Secret.

Zendesk setup guide in the docs

  1. In Zendesk, go to Apps and Integrations, then APIs, then OAuth clients. Add a client with the kind set to Confidential and copy the client secret, which is shown once.

  2. In Typewise, go to Integrations, open Zendesk and click Connect. Enter your Zendesk subdomain, Client ID and Client Secret, then click Install.

  3. Once installed, Zendesk appears as a handoff destination and a backup option in your company settings.

  4. Configure knowledge sources, enabled actions and approval rules. Actions are disabled by default; human approval defaults to on.

Need a tool that isn't listed?

The lookups and actions on this page are the documented selection. More Zendesk tools are available on request. Contact us to assess additional tools or custom integration requirements.

Weighing Typewise against Zendesk’s own AI?

This page is about running Typewise on top of Zendesk. If you are deciding between that and Zendesk AI agents, the comparison page sets out where each one is stronger and what you pay for.

Read the comparison

Questions, answered.

You can keep Zendesk for human support. Set it as the handoff destination and enable optional backup of completed Typewise conversations. This does not imply continuous, bidirectional synchronization of every record.

With the documented lookups it can retrieve a ticket by its ID, read all comments on a ticket, search your Help Center articles and get information about a Zendesk user. Your Help Center can also be imported as a knowledge source. More lookups can be enabled on request.

The documented action updates the email address of a Zendesk sender. Additional actions can be enabled on request, and any action can be set to require a human’s approval before it runs.

When Zendesk is your configured handoff destination, the conversation goes to your support team there. A person takes over; the AI does not automatically resume after this handoff.

A Zendesk admin with permission to create OAuth clients. They create a confidential OAuth client in Zendesk and enter the subdomain, Client ID and Client Secret in Typewise. The steps are in the docs.

Keep Zendesk. Add resolutions.

Start free, no credit card. Typewise sits on top of the helpdesk you already run.

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