Zendesk integration
Draft the reply, let a human send it
Support quality collapses under volume, not under difficulty. An agent working your Zendesk queue handles the repetitive 60% as drafts, so your team spends its day on the cases that need judgement.
What it does
Real work inside Zendesk
Describe the outcome in plain language. The agent handles the Zendesk steps, and every write waits for your approval until you say otherwise.
A queue that arrives sorted
Every new ticket is classified by topic, sentiment and urgency, tagged consistently and routed to the right group before an agent opens it.
Replies drafted from your own material
Answers come from your macros, help centre articles and past resolved tickets — matched to your tone, not invented.
Escalation that arrives with context
When a ticket needs a human, it lands with a summary, the customer's history and what the agent already tried, so nobody restarts from zero.
See what's driving volume
Weekly digest of the top recurring issues with example tickets — the input your product team needs to remove the cause.
SLA breaches caught before they happen
Scheduled sweeps flag tickets approaching a breach and nudge the owner with a drafted holding reply.
Nothing sends without approval
Replies sit as drafts by default. Auto-send only what you've explicitly approved as safe — a refund confirmation is not the same as a password reset.
Use cases
Who puts this agent to work
| Team | Job to be done | What the agent runs |
|---|---|---|
| Support lead | Cut first-response time | Drafted reply on every ticket within a minute of arrival. |
| Tier 1 | Handle the repetitive half | Known issues answered from macros with the right article linked. |
| Tier 2 | Get real handoffs | Escalations that include history, attempted fixes and reproduction detail. |
| Product | Hear the signal | Weekly themes with example tickets and volume trend. |
| Ops | Protect SLAs | Pre-breach alerts with an owner and a drafted holding response. |
Better together
Zendesk plus the rest of Orqana
Connectors are one tool in the agent's hands. Combine them with memory, delegation, schedules and approvals.
Knowledge base makes the answers yours
Upload your help centre, policies and refund rules so drafted replies follow what you actually promise customers.
Jira for confirmed defects
When a ticket is a real bug, the support agent delegates to your engineering agent, which files the issue and returns the link.
Slack for escalations
High-severity tickets post to the on-call channel with the summary already written.
Approvals plus audit log
Every drafted reply, tag change and escalation is recorded, giving support leadership a reviewable trail of what automation did.
Setup
Connected in about five minutes
Describe your support policy
"Tag and prioritise new tickets, draft replies for billing and login issues, escalate anything mentioning cancellation."
Connect Zendesk
Authorise your Zendesk instance over OAuth and pick the views and groups the agent works in.
Load macros and articles
Give the agent your existing help material so drafts match what your team already says.
Approve, measure, expand
Review drafts for the first week, then auto-send the categories where accuracy is proven.
Requirements at a glance
- Account type
- Zendesk Support instance with agent access
- Admin consent
- Zendesk admin authorises the app once
- Permissions
- Read tickets, write comments, update tags and priority
- Setup time
- About 5 minutes
- Plans
- Included on every plan, Starter upward
Build the agent now on your live integrations — Zendesk switches on for your workspace automatically at launch.
FAQ
Questions before you connect
When does the Zendesk connector go live?
The Zendesk app is in review. Join the notify list and we'll email you once, the day it's available.
Will customers know they're talking to an agent?
That's your call. Most teams run drafts reviewed by a human, so replies go out under the agent's name in Zendesk. If you auto-send, we recommend disclosing it.
Can the agent act without asking me first?
Only if you allow it. Every write action is approval-gated by default: the agent shows you exactly what it wants to do and waits. Once you trust a specific action you can auto-approve it per agent, and everything still lands in the workspace action log.
What stops a wrong answer going out?
Three things: answers are grounded in your own macros and articles, low-confidence tickets are escalated instead of answered, and sends are approval-gated until you decide otherwise.
Does this connector cost extra?
No. Connectors are included on every plan, including the free Starter plan. Plans differ by how many agents you run, how often they can be triggered and how much action history you keep — not by which apps you connect.
Start the agent today.
Plug in Zendesk at launch.
Free to start, no credit card. Your brief, tools and schedules carry straight over when the connector goes live.