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
Connect with OAuth
Click Connect with Zendesk. You’ll be redirected to Zendesk to authorize the integration.
Authorize Access
Review the permissions and click Allow to grant BubblaV access to your Zendesk account.
How It Works
Once connected, BubblaV automatically sets up everything needed for bidirectional synchronization:- 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 message 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