Your AI Agent Answers from Your Zendesk Help Center and Creates Tickets When Needed

If your support team works with Zendesk, your Help Center already holds many of the answers your customers need. Starting today, your ChatNorris agent can use them to solve cases on the spot, in your website widget, on WhatsApp, on Instagram or in any channel where the conversation happens. And when the answer isn't in your articles, the agent creates the ticket in Zendesk and later tells the customer where it stands.

Solve first, ticket second

An agent that only takes tickets doesn't save anyone work: every question still ends up in your team's queue. That's why the integration starts with your Help Center.

When a customer asks "what should I do after a massage?" or "what's your cancellation policy?", the agent looks for the answer in your Zendesk articles and gives it in the same conversation. Even when the customer asks right away to "open a ticket", the agent first offers to help, because the answer is often already written. If the customer still prefers a ticket, or the answer didn't help, the agent creates it with no further back-and-forth.

The result: fewer repeated tickets for your team and instant answers for your customers, at any hour.

Your Help Center, synced with your agent

You connect Zendesk once from your agent's Integrations hub: enter your account subdomain, sign in to Zendesk and authorize ChatNorris. There are no keys to copy and paste.

Then, in Knowledge base, you choose what to import: your whole Help Center or only some categories, sections, labels or languages.

• Public content only. Only published articles visible to everyone are imported. Drafts and articles restricted to certain users never reach your agent.
• Always up to date. You can schedule automatic syncs, and each sync only reprocesses the articles that changed. Articles you delete in Zendesk stop being used.
• Answers in the customer's language. Even if your Help Center is in a single language, the agent understands the question and answers in the language the customer writes in.
• Links your customers can open. When it shares an article, the agent uses the public link to your Help Center.

When a person is needed: tickets in Zendesk

If the case can't be solved with your articles, the agent can create the ticket in your Zendesk:

1. Asks for the required details in the conversation: name, email and, if you enable it, phone, plus the reason for the case.
2. Shows a summary and asks for explicit confirmation. The ticket isn't created until the customer says yes.
3. Creates the ticket in Zendesk with the priority and tags you define, and gives the customer the number.

Checking the status, securely

Days later, the customer can come back and ask "how is my ticket going?". The agent asks for the number and checks that the email (and phone, if you enable it) matches the ticket before sharing its status. If the details don't match, it reveals nothing, not even whether the ticket exists. And it only answers about tickets created from ChatNorris, so nobody can look up other people's tickets by guessing numbers.

What you need to turn it on

• A Zendesk Support account, with the Help Center enabled if you want the agent to answer with your articles.
• Your account subdomain (for example, yourcompany in yourcompany.zendesk.com) and a Zendesk user who can authorize the connection. ChatNorris only asks for permission to read content and to create and check tickets.

Available on the Standard and Premium plans

The Zendesk integration, as a knowledge base source and as a ticket Action, is available from the Standard plan. You can review the details on our pricing page.

In short

With the Zendesk integration, your ChatNorris agent answers with your Help Center articles, tries to solve before escalating and, when a person is needed, creates the ticket in Zendesk and later reports its status after verifying the customer. You can see the rest of our integrations or start free to set it up in your agent.