> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

> Escalate complex issues to your support team

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

## 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.

This integration ensures your agents are always informed of the customer's support history, leading to faster resolutions.

## Setup Steps

<Steps>
  <Step title="Navigate to Integrations">
    Go to **Dashboard** → **Integrations** → **Zendesk**
  </Step>

  <Step title="Connect with OAuth">
    Click **Connect with Zendesk**. You'll be redirected to Zendesk to authorize the integration.
  </Step>

  <Step title="Authorize Access">
    Review the permissions and click **Allow** to grant BubblaV access to your Zendesk account.
  </Step>

  <Step title="Verify Connection">
    After authorization, you'll be redirected back. Verify the connection status shows as **Connected**.
  </Step>
</Steps>

***

## 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

***

## 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

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

## 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