Three steps to ship Zendesk in your pilot
Connect your Zendesk
OAuth connection to your Zendesk instance reads your ticket schema, custom fields, brands, and groups. The agent maps conversation outcomes to the right combination of fields so tickets land where your team expects.
Auto-create tickets
Every conversation creates a Zendesk Support ticket with the transcript attached as an internal comment. Priority, subject, and tags derive from the conversation; your routing triggers fire on the resulting ticket like any other.
Transfer to Zendesk Talk
When the agent needs to hand off, it transfers the live call to your Zendesk Talk queue with the ticket reference and conversation context. The human agent opens the ticket and sees what was said — no re-asking, no repetition.
Common Zendesk use cases
Inbound support calls that create Zendesk tickets, attach transcripts, and apply your existing routing rules without configuration drift.
Web-chat sessions handled by Nexora that route into the Zendesk omnichannel inbox alongside human-handled chat.
After-hours coverage: the agent handles common queries overnight, creates tickets, and routes overflow to your overnight team via Talk.
Zendesk — auto-create ticket from conversation
Stylised example — not a runnable script. Endpoints, payload shapes, and authentication are documented in the integration runbook shipped during the pilot.
Common questions
Does the agent honour Zendesk routing rules?
Yes. The agent creates tickets through the standard Zendesk API; your triggers, automations, views, and routing rules fire against those tickets exactly as they would for any other source. Round-robin assignment, group routing, and SLA application all work unchanged.
Can the agent open a ticket for a returning customer?
Yes. If the caller's phone, email, or external identifier matches an existing Zendesk user, the ticket attaches to that user rather than creating a new one. Previous ticket history is visible to the human agent on transfer. Identity matching uses the same rules your manual triage relies on.
Does the integration work with Zendesk Talk?
Yes. Live call transfer routes the call into your Zendesk Talk queue (or a specific agent extension) with the ticket reference attached. The Talk agent picks up with the ticket already open in their browser — they see the transcript, the detected intent, and the conversation outcome so far.
How are conversation transcripts stored?
Transcripts attach to the ticket as internal comments (not public). They're searchable through Zendesk's standard ticket search and exportable through the API. Conversations are not retained by the LLM provider; the ticket comment is the system of record once the call ends.
Pilot in 14 days. Live in 30.
A 30-minute scoping call. We bring the Zendesk integration patterns. You bring the system credentials and the first use case.