Zendesk integration
Tickets that open themselves, with the conversation attached.
Create, update and find Zendesk tickets from any chat, USSD menu or workflow, add comments, and look up the people asking — so your support team starts with the whole story.
- Works as
- Action
- Connect with
- “Connect with Zendesk”, in a few clicks.
- For AI agents
- Give an agent Zendesk as a tool, and it opens and updates tickets itself.
- Your record
- Zendesk stays your record of every case; Buni.ai runs the conversation.
Three ways to use it
Open, update and look up.
Open tickets
Create a ticket from a chat or a USSD menu, with what the person said and who they are.
Keep them current
Update a ticket or add a comment as the conversation or the workflow moves on.
Look things up
Find a person’s tickets, a group or a ticket’s latest comment before the bot answers.
What teams build
Support that starts with the whole story.
Open a Zendesk ticket for every complaint that arrives on WhatsApp, with the conversation attached.
Enterprise
Find a customer’s open tickets before the bot answers, so nobody is asked twice.
Enterprise
Let an AI agent answer from your help documents, and open a ticket when it can’t help.
Enterprise
Every morning, post the tickets still waiting for a reply to the support channel.
Enterprise
Log complaints made through a USSD menu as Zendesk tickets.
Government
When a case in your data store is marked urgent, open a Zendesk ticket for it.
Enterprise
In Zendesk
What the Zendesk steps do.
Each one is a step on the canvas, or a tool an AI agent can use.
- Tickets
- Create, update and find.
- Comments
- Add a comment to a ticket, and read its latest one.
- People and groups
- Find a user or a group.
- Organisations
- Update an organisation’s details.
Connecting it
Connected in four steps.
- STEP 01
Connect Zendesk
Choose “Connect with Zendesk” and approve access for your account.
- STEP 02
Add a Zendesk step
Pick the action: create, update or find a ticket, or add a comment.
- STEP 03
Map the fields
Match each field to an answer from the conversation.
- STEP 04
Test and publish
Try every path in the simulator, then publish.
Questions
Before you connect it.
Does it replace Zendesk?
No. Buni.ai runs the conversation; Zendesk stays your record of every case.
Can an AI agent open tickets?
Yes. Give an AI agent Zendesk as a tool, and it can open, update and find tickets during a conversation.
Is there anything to install in Zendesk?
No. You connect your account and approve access.
Works well with
Create, update and search issues, and add comments.
Create and update contacts, and create companies and deals; new contacts and deals start workflows.
Bots for your own staff, messages posted from any flow, and Slack events that start workflows.
Two-way chat on the WhatsApp Business Platform, with approved templates for messages you send first and WhatsApp Flows for forms.
Connect your conversations to Zendesk.
Tell us how your support team works, and we’ll show you the flow working with Zendesk.