Zendesk integration for chatbots

About this integration

Zendesk is one of our most useful (and popular) integrations for customer support. By connecting a chatbot to Zendesk, builders can automate ticket creation, update support requests, and provide instant help inside the chat.

The integration works by linking chatbot events to Zendesk actions, so a conversation can automatically open a ticket, add notes, or check ticket status. This reduces manual work for support teams and ensures customers get faster responses.

With this setup, chatbots can act as the first line of support—resolving simple issues on their own and passing more complex cases into Zendesk for agents to handle.

Key features

• Create Zendesk tickets from chatbot conversations
• Update existing support tickets automatically
• Check ticket status inside the chatbot
• Route conversations to human agents in Zendesk
• Add notes or tags to tickets from chatbot data
• Sync customer information with Zendesk records
• Trigger Zendesk workflows from chatbot events
• Close tickets when issues are resolved

FAQs

How do I connect a chatbot to Zendesk?

‍To connect a chatbot to Zendesk, you add your Zendesk account credentials or API key in the chatbot platform’s integration settings. Once connected, the chatbot can create and manage tickets in Zendesk.

What do I need before setting up a Zendesk chatbot integration?

‍Before setting up a Zendesk chatbot integration, you need a Zendesk account with API access and permission to create and update tickets.

Can a chatbot automatically create Zendesk tickets?

‍Yes, a chatbot can automatically create Zendesk tickets. When certain conditions are met in a conversation, the chatbot can send the data to Zendesk to open a new ticket.

Can a chatbot update or close existing Zendesk tickets?

‍Yes, a chatbot can update or close existing Zendesk tickets. Ticket fields like status, priority, and notes can be changed directly through the chatbot.

How do I check Zendesk ticket status through a chatbot?

‍You can check Zendesk ticket status through a chatbot by pulling ticket data from Zendesk using the integration. The chatbot can display the current status and any updates back to the user.

Can a chatbot hand off conversations to Zendesk live agents?

‍Yes, a chatbot can hand off conversations to Zendesk live agents. When triggered, the chatbot passes the conversation context into Zendesk so an agent can take over.

Can I sync customer information from a chatbot into Zendesk?

‍Yes, you can sync customer information from a chatbot into Zendesk. Data collected during conversations—such as name, email, or issue details—can be added to Zendesk user records or attached to tickets.