Connecting Convi to your Zendesk account creates a seamless workflow for escalating complex customer inquiries from the AI assistant to your human support agents. When Convi is unable to resolve an issue or when a customer requests to speak with a person, the integration automatically creates a ticket in your Zendesk Support instance, ensuring a smooth handover with full context.
How the Zendesk Integration Works
Once connected, the integration is triggered by the Handover to human ability. When a conversation is handed over, Convi automatically creates a new ticket in your Zendesk workspace. This ticket is populated with the complete chat history, a summary of the conversation, the customer's contact information (if available), and any topics Convi identified, giving your agents all the context they need to resolve the issue efficiently.
ℹ️ Note: For the integration to work, the "Handover to human" ability must be active in your Convi panel. You can manage this from the AI Agent → Abilities tab. |
How to Connect Convi to Zendesk
Follow these steps to connect your Zendesk account:
Navigate to the Settings section in your Convi panel and select the Integrations tab.
Find Zendesk in the list of available helpdesk integrations and click Connect.
You will be prompted to enter your Zendesk subdomain and authorize the connection. You may need to provide an API token for authentication.
Once authorized, the connection will be active, and you will see a "Connected" status next to the Zendesk integration.
⚠️ Important: You must have administrative privileges in both Convi and Zendesk to successfully establish the connection. |
Configuring Ticket Creation
After connecting, you can customize how tickets are created. Within the "Handover to human" ability settings (under AI Agent → Abilities → Edit), you can define specific conditions for the handover, such as assigning tickets to a particular group or agent in Zendesk and setting a default priority.
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