> ## Documentation Index > Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt > Use this file to discover all available pages before exploring further. # Zendesk > Let your AI agent reply to Zendesk tickets directly, or escalate conversations by opening a Zendesk ticket ## Overview Chatbase makes it quick and easy to add an AI agent to your Zendesk environment. In just a few minutes, you can deploy an AI agent that either responds directly to customer tickets inside Zendesk, or escalates conversations to your human support team by creating a Zendesk ticket with a detailed summary of the interaction. This flexibility lets you automate routine inquiries while making sure complex cases are handed off cleanly, improving response times, reducing manual workload, and delivering round-the-clock support. > **What you can do:** > > Have the AI agent answer Zendesk tickets on its own, draft replies for a human to review, or open a ticket the moment a chat conversation needs a person. ## Available capabilities | Capability | What it does | | - | - | | [AI ticket responses in Zendesk](#ai-ticket-responses-in-zendesk) | The AI agent replies to incoming Zendesk tickets, or drafts a reply for a human to review | | [Human escalation via ticket creation](#human-escalation-via-ticket-creation) | The AI agent opens a Zendesk ticket when a chat conversation needs a person | ## Before you start * A Chatbase account with an AI agent. If you haven't built one yet, [create a Chatbase account](https://www.chatbase.co/auth/signup) and follow [Your first AI agent](https://chatbase.co/docs/user-guides/quick-start/your-first-agent.md). * A Zendesk account, and your Zendesk subdomain. ## AI ticket responses in Zendesk ### How to connect Zendesk **1. Open your Chatbase AI agent** Head to your [dashboard](https://www.chatbase.co/dashboard/) and click the AI agent you wish to integrate with Zendesk. **2. Find the Zendesk integration** Click the **Channels** tab, find the **Zendesk** integration, and click **Setup**. ![The Zendesk card on the Channels tab](https://mintcdn.com/chatbase/tFta2uWaJCqIJoQ6/user-guides/integrations/images/zendesk/zendesk-2.png?fit=max\&auto=format\&n=tFta2uWaJCqIJoQ6\&q=85\&s=a03bf73eefde3987c33e1d7ebf213a5f) **3. Authorize the integration** A new tab will open. Enter your Zendesk subdomain and click **Submit**. You'll be asked to log in to your Zendesk account to authorize the integration. ![Entering your Zendesk subdomain to authorize](https://mintcdn.com/chatbase/JnjROJ-aB2q57UGe/user-guides/integrations/images/zendesk/zendesk-4.png?fit=max\&auto=format\&n=JnjROJ-aB2q57UGe\&q=85\&s=849c6bbe2c94a6932919681a241b17d8) **4. Configure the integration** Once authorized, click **Manage** to configure the integration. ![The Zendesk integration configuration screen](https://mintcdn.com/chatbase/cxa5wAgB2G5Q-lMr/user-guides/integrations/images/zendesk/zendesk-6.png?fit=max\&auto=format\&n=cxa5wAgB2G5Q-lMr\&q=85\&s=e9facc7a95ae9a56c8d935fdd7307dbe) Select the following options: * The Zendesk agent that the bot will reply as. * Whether tickets should be automatically assigned to the AI agent. * The AI agent's instructions specifically on Zendesk. This is useful if you want to instruct the AI agent to escalate the ticket to a human in certain cases, for example if the customer asks for a refund. Then click **Save**. ![Saving the Zendesk integration configuration](https://mintcdn.com/chatbase/8OVB0cNPFgIgFsxo/user-guides/integrations/images/zendesk/zendesk-7.png?fit=max\&auto=format\&n=8OVB0cNPFgIgFsxo\&q=85\&s=5c43ba9f1a8d78db0dfe5c51e0c33a89) ### Generate Draft Response Don't want the AI agent to respond directly? Enable **Generate Draft Response** to review and edit the AI-generated response before it's sent. **1. Enable the feature** Once you've configured the integration, you can enable **Generate Draft Response** with a single click. ![Enabling Generate Draft Response](https://mintcdn.com/chatbase/tFta2uWaJCqIJoQ6/user-guides/integrations/images/zendesk/enable-zendesk-generate-draft-response.png?fit=max\&auto=format\&n=tFta2uWaJCqIJoQ6\&q=85\&s=c874ca6d89531fdecb3bed91b330bebd) **2. Generate a draft in a ticket** Navigate to the **composer toolbar** at the bottom of the ticket editor, click the Chatbase icon, then click **Generate Draft Response**. ![Generating a draft response from the Zendesk composer toolbar](https://mintcdn.com/chatbase/06fxyzzd9XhLSQS1/user-guides/integrations/images/zendesk/editor-generate-draft-response.png?fit=max\&auto=format\&n=06fxyzzd9XhLSQS1\&q=85\&s=f52e819ee6e5470b7da1390969810798) ### Remove the draft response from Zendesk The **Generate Draft Response** button comes from the **Chatbase** app installed in Zendesk Support. Disconnecting Zendesk in Chatbase doesn't remove it. The button stays visible, but it won't work. To remove it, uninstall the app in Zendesk: 1. In Zendesk, open **Admin Center**. 2. Go to **Apps and integrations > Apps > Zendesk Support apps**. 3. Find the app named **Chatbase**. 4. Open its menu, choose **Uninstall**, then confirm. 5. Ask your agents to refresh Zendesk. Anyone with it already open keeps seeing the app until they do. > [!WARNING] > > Don't remove the **Chatbase** bot under **Apps and integrations > Integrations > Conversations integrations** by mistake. It connects your AI agent to [Zendesk Messaging](https://chatbase.co/docs/user-guides/integrations/zendesk-messaging.md) channels like WhatsApp and web messaging, and removing it stops the AI agent answering there. It doesn't remove the draft response button. If you no longer use any Zendesk features, you can also disconnect the Zendesk integration in your Chatbase dashboard. ### Tag management system You can use the tags the AI agent assigns to tickets to track its performance. | Tag | When it's applied | | - | - | | `chatbase-involved` | Applied to all tickets Chatbase replied to | | `chatbase-routed-to-workspace` | Applied to tickets the AI agent couldn't resolve, or was instructed to route to the workspace | | `chatbase-soft-resolved` | Applied to tickets the AI agent thinks are resolved, but the customer hasn't confirmed | | `chatbase-hard-resolved` | Applied to tickets where the customer confirmed the problem is resolved | | `chatbase-no-ai` | Applied to tickets to stop the bot from auto-assigning itself or replying | *** ## Human escalation via ticket creation **1. Connect Zendesk** Choose **Integrations**, then connect your Zendesk account to authorize access. ![Connecting Zendesk from the Integrations page](https://mintcdn.com/chatbase/tFta2uWaJCqIJoQ6/user-guides/integrations/images/zendesk/zendesk-8.png?fit=max\&auto=format\&n=tFta2uWaJCqIJoQ6\&q=85\&s=44d9039baecbd9a55194cf5f0ab8e4b2) ![Authorizing the Zendesk connection](https://mintcdn.com/chatbase/8OVB0cNPFgIgFsxo/user-guides/integrations/images/zendesk/zendesk-9.png?fit=max\&auto=format\&n=8OVB0cNPFgIgFsxo\&q=85\&s=57a56a82cdbea291ee63844f3e7d4de4) **2. Create the Escalations action** Configure your Escalations action to route tickets to Zendesk. Follow the [Escalations action guide](https://chatbase.co/docs/user-guides/chatbot/actions/escalate-to-human.md) to set it up. > [!TIP] > > Test the integration by asking your AI agent to speak to a human, and confirm a ticket appears in Zendesk with the conversation attached. > [!NOTE] > > **Escalations from the Email channel pause the AI agent.** Once the ticket exists, the AI agent stops replying to the customer's email thread and your team answers from Zendesk instead. Marking the ticket **Solved** or **Closed** returns the thread to the AI agent. See [Email handover with Zendesk](https://chatbase.co/docs/user-guides/chatbot/actions/escalate-to-human.md#email-handover-with-zendesk). > [!TIP] > > Zendesk is the only escalation platform that can receive the **full conversation transcript**, with the customer's files attached. Every other platform receives an AI-written summary. See [Details collection by platform](https://chatbase.co/docs/user-guides/chatbot/actions/escalate-to-human.md#zendesk). ## Next steps > **[Escalations action](https://chatbase.co/docs/user-guides/chatbot/actions/escalate-to-human.md)** > > Configure when your AI agent escalates, what goes on the ticket, the internal note, and which Zendesk custom fields it fills in. [YouTube video player](https://www.youtube.com/embed/TxXAZlvwF68) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.