Zendesk
Connect Zendesk to train your agent on your help center, past tickets, and macros — then automate ticket responses, triage, and more.
Connection modes:
Full connection (OAuth): Enter Zendesk subdomain → authenticate via OAuth. Unlocks all sources, triggers, and actions.
Help Center only (URL crawl): Paste public Help Center URL. No account needed. Read-only access to public articles. No triggers or actions.
Multibrand: Fully supported. Each brand/domain appears as a subfolder. Each brand can have independent triggers, actions, and a different bot account per agent.
What your agentt can do
Train your agent on your Zendesk Help Center articles, macros, and past tickets
Automatically reply to customer tickets or draft responses for your team
Tag, assign, close, and update tickets
Look up customer and organization information
Connect Zendesk Messenger for live chat
Connecting Zendesk
You have two connection options:
OAuth (recommended)
Connect your full Zendesk account for access to tickets, macros, and all actions.
Go to Integrations > Zendesk
Select OAuth
Click Connect and authorize eesel AI in your Zendesk account
Grant the requested permissions
Quick Start
Enter your Zendesk Help Center URL and your agent starts learning from your published articles. No authentication needed — but you won't have access to tickets, macros, or actions.
Go to Integrations > Zendesk
Select Quick Start
Enter your help center URL (e.g.,
https://yourcompany.zendesk.com/hc)Click Connect
Connecting a specific brand
If your Zendesk account has multiple brands and you want eesel to scope to one brand, follow these steps in order:
Sign in to Zendesk as an agent on your account subdomain first. Open
https://<your-account-subdomain>.zendesk.com(the subdomain you normally use to sign in as an agent) and complete the sign-in. This establishes an active agent session, which Zendesk requires before it will grant OAuth on any brand subdomain.Confirm the page header reads "Sign in to (your brand name)" so you know you are on the right brand.
Make sure you are on the agent sign-in form. If the page is showing the end-user sign-in, click "Switch to agent sign-in" before entering your credentials.
In a new tab, open eesel, select the agent you want to integrate with this specific brand, and go to Integrations > Zendesk.
Select OAuth.
When prompted for your subdomain, paste the brand subdomain you want to connect (for example
https://<your-account-subdomain>.zendesk.com).Click Connect, after you successfully connected, eesel detects the brand from the subdomain you entered and scopes ticket sync and help center to that brand.
Why the sign-in step matters. Zendesk routes every agent sign-in to your account's default agent brand. If you start the OAuth flow on a brand subdomain without an active agent session, Zendesk sends you to the agent brand to sign in and the original authorization request is lost. Signing in first keeps your session valid so the brand subdomain OAuth completes cleanly.
Training your agent
Available knowledge sources
Help Center
Your published support articles
Quick Start or OAuth
Macros
Shared and personal macros — filter by group
OAuth
Tickets
Past resolved tickets — filter by status and date, with optional PII redaction before indexing
OAuth
Tips for training
Start with your Help Center — it's the quickest win and covers most common questions
Add past tickets to teach your agent your team's voice and handling style
Filter tickets by status — focus on "Solved" and "Closed" tickets for the best training data
Import macros if your team relies on canned responses for consistency
Turn on PII redaction if your tickets may contain customer PII you don't want in the training corpus
Triggers
Any Customer Message
Fires on any new or updated ticket
Full AI Agent automation
First Customer Message
Fires only on the first message, before any agent reply
AI Triage
Support Request Closed/Resolved
Fires when a ticket is marked closed or resolved
Post-resolution follow-up
Agent Requests AI Help
Fires when @eesel is mentioned in an internal note
On-demand AI Copilot
Actions
Responding to customers
Leave Public Reply
Send a customer-visible reply. Supports Human in the Loop.
Leave Draft Reply
Create a draft for your team to review — never sends automatically
Leave Internal Note
Add a note only your team can see
Ticket management
Tag Ticket
Add tags for categorization
Create Ticket
Create a new ticket
Assign Ticket
Assign to a specific agent
Assign to Group
Route to a team queue (e.g., "Billing Team")
Close Ticket
Mark ticket as resolved
Update Ticket
Change status, priority, or custom fields
Information lookup
Read Ticket
Read the full ticket with conversation history
Search Tickets
Search using Zendesk query syntax
List Tickets
List tickets with optional filters
Get User by Email
Look up a Zendesk user by their email
Get Organization for Email
Retrieve organization context for a user
Get Ticket Fields
Read the values of ticket custom fields
Zendesk Messenger
See our Zendesk Messneger integration guide for more details about setup and best practices here.
Tips and best practices
Start with draft replies. Configure "Leave Draft Reply" as your first action. Review responses for a few days before switching to "Leave Public Reply."
Use the triage trigger for routing. Set up a separate triage agent using the "First Customer Message" trigger with Tag and Assign actions to organize your queue.
Connect past tickets for better quality. Agents trained on past tickets sound significantly more natural and consistent with your team's style.
Set up escalation. Configure "Assign Ticket" or "Assign to Group" actions and write clear escalation rules in your instructions.
Troubleshooting
Help Center not syncing?
Make sure your Help Center URL is correct and publicly accessible
Check that articles are published, not drafts
OAuth connection failing?
Ensure you have admin permissions in Zendesk
Try disconnecting and reconnecting
Agent not responding to tickets?
Verify the trigger is enabled in Settings > Triggers
Check that the trigger type matches your use case
FAQ
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