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
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.
Setup Steps
1
Navigate to Integrations
Go to Dashboard → Integrations → Zendesk
2
Enter Credentials
- Zendesk subdomain (e.g.,
yourcompany.zendesk.com) - API token from Zendesk Admin
3
Connect Account
Click Connect and verify the connection status
Configuration After Connection
After successfully connecting Zendesk, you need to configure the webhook in Zendesk to enable bidirectional message synchronization between Zendesk and BubblaV.Webhook Setup
To enable message synchronization, you must add a webhook in your Zendesk Admin panel.1
Get Webhook Details
After connecting, go to Dashboard → Integrations → Zendesk to view your webhook configuration details:
- Endpoint URL: Your unique webhook URL
- Webhook Token: Your unique authentication token
2
Open Zendesk Admin
In Zendesk, go to Admin → Apps and integrations → Webhooks
3
Create Webhook
Click Create webhook and configure:
- Endpoint URL: Copy from your BubblaV integration settings
- Request method: POST
- Request format: JSON
- Authentication: Bearer token
- Token: Copy the webhook token from your BubblaV integration settings
4
Subscribe to Events
Subscribe to the following ticket events:
- Ticket created - Syncs new tickets created in Zendesk to BubblaV Live Support
- Comment created - Syncs agent replies from Zendesk to BubblaV
- Status changed - Updates ticket status in BubblaV
5
Save Webhook
Click Create to save the webhook configuration
How It Works
Once the webhook is configured:- New Tickets: Tickets created directly in Zendesk appear in BubblaV Live Support dashboard
- Zendesk → BubblaV: When an agent replies to a ticket in Zendesk, the webhook sends the message to BubblaV, which appears in the live support chat
- BubblaV → Zendesk: When you reply in BubblaV live support, it creates or updates the Zendesk ticket
- Status Sync: Ticket status changes in Zendesk are reflected in BubblaV
Available Tools
Once connected, these tools become available to your chatbot:| Tool | What It Does | Example Query |
|---|---|---|
zendesk_create_ticket | Create a new support ticket | ”I need help from a human” |
zendesk_search_tickets | Search existing tickets | ”Find my recent tickets” |
zendesk_get_ticket | Get ticket details | ”What’s the status of ticket #12345?” |
zendesk_search_knowledge | Search resolved tickets for answers | ”How did you solve similar issues?” |
zendesk_search_help_articles | Search help center articles | ”How do I reset my password?” |
zendesk_get_ticket_status | Quick ticket status lookup | ”Status of my ticket #12345” |
zendesk_get_agent_availability | Check if agents are online | ”Are support agents available now?” |
zendesk_list_recent_tickets | List customer’s recent tickets | ”Show my recent support tickets” |
How Escalation Works
- Customer asks a question AI can’t answer
- AI offers to create a support ticket
- Customer confirms with their email
- Ticket created with full conversation context
- Your team responds via Zendesk
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