# Zendesk AI Integration for Support Tickets

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

> Create, look up, and update Zendesk tickets from conversations.

InsertChat connects to Zendesk so your AI front desk can create tickets and requests, reply to and update them, read their comments, and search tickets, users, and organizations. Problems reported by phone, website chat, or email can become Zendesk tickets without anyone retyping them.

## 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.

## What your assistant can do in Zendesk

- Create tickets and requests
- Reply to and update tickets and requests
- Read ticket and request comments
- Search tickets, users, and organizations, and create or update users

Turn on only the actions you need. Each one can run automatically or wait for your team’s approval.

## 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.

## How businesses use Zendesk with InsertChat

Illustrative examples, not customer results.

- **Open a ticket for a damaged delivery.** A shopper reports a cracked item in chat. The assistant creates a Zendesk ticket with the order number and what happened for your support team. [E-commerce](https://insertchat.com/industries/ecommerce)
- **Log repeat repair issues from calls.** A caller says their repaired dryer stopped heating again. The assistant finds the existing ticket, adds a reply with the new details, and updates it for your service desk. [Appliance repair](https://insertchat.com/industries/appliance-repair)
- **Track tenant requests as tickets.** A tenant reports a leak by phone after hours. The assistant creates a ticket for your maintenance team and flags it as urgent in your inbox. [Property management](https://insertchat.com/industries/property-management)

## 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)

## Related guides and comparisons

- [AI customer service agent](https://insertchat.com/product/ai-customer-service)
- [Gmail integration](https://insertchat.com/integration/gmail)
- [Human handoff guide](https://insertchat.com/blog/set-up-human-handoff)
- [InsertChat vs Intercom Fin](https://insertchat.com/alternatives/intercom-fin)