# Zendesk Integration for AI Support Tickets

Source: https://insertchat.com/integration/zendesk

> Connect your Zendesk account in the InsertChat app and choose the ticket, request, and user actions your assistant can use. Actions run with the access your Zendesk account grants.

## Turn customer conversations into Zendesk tickets

A customer reports a problem by chat, email, or phone. With the Zendesk actions you enable, your assistant can create a ticket or request, look up an existing ticket and its comments, reply to it, or update it. It can also find and update Zendesk users and search organizations. Keep the conversation in your InsertChat inbox and configure approval where your team needs to decide.

## Setup

1. **Connect your account.** Find Zendesk in the InsertChat app catalog and authorize the account you want to use.
2. **Choose the actions.** Select the supported actions your assistant needs and review the connection’s permissions.
3. **Test the workflow.** Try the customer flow and confirm that actions, approvals, and handoff work the way your team expects.

## What can my assistant do in Zendesk?

It can create tickets and requests, reply to and update tickets, and look up tickets, requests, and their comments. It can also search Zendesk, find users and organizations, and create or update users. Enable only the actions your support workflow needs.

## Does Zendesk replace the InsertChat inbox?

No. InsertChat keeps customer conversations, contacts, and handoff in its shared inbox. The Zendesk connection adds ticket actions for teams that track support work in Zendesk. Test how new tickets and replies appear in Zendesk before enabling the flow.

## Which Zendesk account should I connect?

Connect the Zendesk account your support team uses, from the app catalog in InsertChat. Actions run with that account’s own permissions, so the assistant cannot do more in Zendesk than the account allows. Connected services such as Zendesk may have their own charges.

## Related features

- [Shared inbox](https://insertchat.com/product/inbox)
- [Contacts](https://insertchat.com/product/crm)
- [Actions & approvals](https://insertchat.com/product/automations)