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Zendesk

Enable your AI agent to create support tickets, check ticket status, search your knowledge base, and seamlessly hand off to live agents when needed.

6 min read

Updated February 2026

Overview

The Zendesk integration connects your AI agent to your Zendesk Support instance. Your chatbot can automatically create tickets for issues it can't resolve, let customers check their ticket status, and transfer conversations to live agents when human assistance is needed.

Perfect for support teams who want AI to handle routine inquiries while maintaining seamless escalation paths for complex issues.

Available Actions

ActionDescription
Create TicketCreate a new support ticket with the conversation context
Get Ticket StatusLook up the status of an existing ticket by ID or email
Update TicketAdd a comment or update to an existing ticket
Search Knowledge BaseSearch your Zendesk Help Center for relevant articles
Live Agent HandoffTransfer the conversation to a live Zendesk agent with full context
Escalation Actions
Create Ticket and Live Agent Handoff are escalation actions — they're triggered when the AI determines human assistance is needed or when the customer explicitly requests it.

Prerequisites

Before setting up the Zendesk integration, you'll need:

  • A Zendesk Support account (any plan)
  • Admin access to generate API tokens
  • Your Zendesk subdomain

Setup Instructions

Step 1: Generate an API Token

  1. Log in to your Zendesk admin
  2. Go to Admin Center → Apps and integrations → APIs → Zendesk API
  3. Click the Settings tab
  4. Enable Token access if not already enabled
  5. Click Add API token
  6. Give it a description (e.g., “ChatSpark Integration”)
  7. Click Create and copy the token
Save Your Token
The API token is only shown once. Copy it immediately and store it securely.

Step 2: Enable in ChatSpark

  1. In ChatSpark, go to AI Actions
  2. Find Zendesk in the Library and click Enable
  3. Select the chatbot(s) that should have access
  4. Enter your Subdomain, Email, and API Token
  5. Click Save

Configuration Fields

FieldDescriptionExample
SubdomainYour Zendesk subdomain (without .zendesk.com)yourcompany
EmailThe email of the admin who created the tokenadmin@yourcompany.com
API TokenThe API token you generatedxxxxx...

Testing Your Integration

After setup, test the integration:

  1. Open your chatbot widget
  2. Try asking: “I need to create a support ticket”
  3. The AI should gather details and create a ticket in Zendesk

Other test queries:

  • “What's the status of ticket #12345?”
  • “Search for articles about password reset”
  • “I need to speak with a human” (triggers handoff)

Troubleshooting

Authentication failed

Ensure you're using the correct email and API token combination. The email must match the admin account that generated the token.

Subdomain not found

Enter only the subdomain, not the full URL. For example, if your Zendesk URL is yourcompany.zendesk.com, enter just yourcompany.

Cannot create tickets

Check that the admin account has permission to create tickets. Some Zendesk configurations restrict ticket creation based on user roles.

Need Help?
If you're having trouble with the Zendesk integration, contact our support team with your subdomain and we'll help you troubleshoot.

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