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Zendesk Integration

Two-way ticket sync with auto-update statuses

✓ Official Integration API Token Auth 5-Minute Setup

The Zendesk integration lets your Customer Support AI agent create tickets, auto-update statuses, add comments, and sync ticket data — automatically escalating conversations when the AI determines human review is needed.

✨ What Your Agents Can Do

✓ Create tickets from AI conversations

✓ Auto-update ticket status (open → solved)

✓ Add internal comments and notes

✓ Set ticket priority (low / normal / high / urgent)

✓ Tag tickets for routing and reporting

✓ Receive webhook events when tickets update

Setup Guide

Get your Zendesk API token

In Zendesk Admin Center, go to:

Admin Center → Apps & Integrations → APIs → Zendesk API → Add API token

Copy the token — it won't be shown again.

Connect in the Hub

Go to Integrations → Support and select Zendesk. Enter:

subdomain — the part before .zendesk.com
Admin email — your Zendesk admin email address
API token — the token you just generated

Set HELPDESK_PROVIDER on your agent

In your agent's environment variables, set:

HELPDESK_PROVIDER=zendesk
ZENDESK_SUBDOMAIN=yourcompany
ZENDESK_BASIC_AUTH_TOKEN=<base64 of admin@example.com/token:yourtoken>

Generate the base64 token: echo -n "admin@example.com/token:yourtoken" | base64

(Optional) Set up webhooks

To receive ticket updates back into your agent, configure a Zendesk webhook pointing to:

POST https://your-n8n.domain/webhook/zendesk-events

⚡ When Does a Ticket Get Created?

The Customer Support AI automatically creates a Zendesk ticket when:

→ The AI's confidence score drops below 0.40
→ Customer explicitly asks to speak to a human
→ Priority is flagged as high or critical
→ Category is refund_requested, legal_request, or account_deletion

Troubleshooting

❌ 401 Unauthorized

Check your subdomain spelling and confirm the API token is correct. Verify the email matches your Zendesk admin account.

❌ Tickets not creating

Confirm HELPDESK_PROVIDER=zendesk is set on the agent and both ZENDESK_SUBDOMAIN and ZENDESK_BASIC_AUTH_TOKEN are present.

❌ 403 Forbidden on ticket update

Your API token may not have write permissions. Ensure "Token access" is enabled in Zendesk Admin → API settings.

Ready to connect Zendesk?

Takes under 5 minutes. Your agents start creating tickets automatically.

Connect Zendesk →

Zendesk Integration

Get your Zendesk API token

Connect in the Hub

Set HELPDESK_PROVIDER on your agent

(Optional) Set up webhooks

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