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Escalate complex issues to your support team. When the AI can’t help, it creates a ticket automatically.

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Why Connect Zendesk?

  • Seamless Escalation: Complex issues go to human agents
  • Ticket Creation: Automatic ticket with conversation context
  • Visitor Insights: View previous tickets and support history directly in the chat view
  • Unified Support: One place for all customer issues

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Visitor Insights for Support Agents

The Zendesk integration provides a powerful Visitor Insight panel for your support team. While chatting with a visitor, agents can:
  • View Ticket History: See a list of all previous and current Zendesk tickets from this customer.
  • Check Status: Quickly see the status (Active, Resolved, etc.) of existing tickets.
  • Direct Access: Open any Zendesk ticket directly from the dashboard with a single click.
  • Contextual Awareness: Understand past issues by reviewing previous conversation summaries and ticket details.
This integration ensures your agents are always informed of the customer’s support history, leading to faster resolutions.

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Setup Steps

1

Navigate to Integrations

Go to Dashboard → Integrations → Zendesk
2

Connect with OAuth

Click Connect with Zendesk. You’ll be redirected to Zendesk to authorize the integration.
3

Authorize Access

Review the permissions and click Allow to grant BubblaV access to your Zendesk account.
4

Verify Connection

After authorization, you’ll be redirected back. Verify the connection status shows as Connected.

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How It Works

Once connected, BubblaV automatically sets up everything needed for bidirectional synchronization:
  1. New Tickets: Tickets created directly in Zendesk appear in BubblaV Live Support dashboard
  2. Zendesk → BubblaV: When an agent replies to a ticket in Zendesk, the message appears in the live support chat
  3. BubblaV → Zendesk: When you reply in BubblaV live support, it creates or updates the Zendesk ticket
  4. Status Sync: Ticket status changes in Zendesk are reflected in BubblaV

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Available Tools

Once connected, these tools become available to your chatbot: Visibility for zendesk_search_knowledge is configured per website under the integration’s Tools: Disabled, Copilot only, or AI + Copilot. When set to Copilot only, the internal Copilot can search tickets but the visitor-facing AI Agent cannot.

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Email Verification

The chatbot asks visitors to verify their email with a 6-digit code before it shows order, account, or booking data. You can turn this off with the Require email verification switch in the Tools section. See Email Verification.

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How Escalation Works

  1. Customer asks a question AI can’t answer
  2. AI offers to create a support ticket
  3. Customer confirms with their email
  4. Ticket created with full conversation context
  5. Your team responds via Zendesk

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When Tickets Are Created

  • Customer explicitly requests human help
  • AI says “I don’t know” multiple times
  • Complex issues beyond AI capabilities
  • Customer asks for escalation

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Draft Replies with Copilot

Zendesk tickets in your Live Support inbox support one-click Draft reply:
  • Open any Zendesk ticket and click Draft reply — AI Copilot drafts a response grounded in your knowledge base and the ticket’s conversation history.
  • Review and edit the draft, then send it. The reply is posted to the Zendesk ticket as a public comment, so the customer sees it in their original support channel.
Zendesk keeps working bidirectionally: replies from agents inside Zendesk still appear in BubblaV, and status changes stay in sync.