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Documentation Index

Fetch the complete documentation index at: https://docs.insitechat.ai/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

Connect Zendesk to InsiteChat and let AI handle first responses to support tickets. InsiteChat reads incoming tickets, searches your knowledge base for the best answer, and posts an AI-generated reply — dramatically reducing first response time.

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Setup

1

Get Zendesk API token

Go to your Zendesk Admin Center → Apps & Integrations → APIs → Zendesk API. Create a new API token. You also need your admin email and subdomain.
2

Connect in InsiteChat

Go to your chatbot → Webhooks tab → find the Zendesk card. Enter:
  • Subdomain — e.g., yourcompany (from yourcompany.zendesk.com)
  • Admin Email — your Zendesk admin email
  • API Token — the token from step 1
Click Connect Zendesk.
3

Set up trigger in Zendesk

In Zendesk Admin → Business Rules → Triggers, create a trigger that fires on new tickets or comments:Conditions: Ticket is created / Comment is added (by end-user)Actions: Notify webhook →
https://backend.insitechat.ai/api/integrations/livechat/zendesk/webhook/YOUR_CHATBOT_ID
Send the ticket ID and comment text in the webhook body.
4

Test it

Create a test ticket. InsiteChat should post an AI reply within seconds.

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How it works

  1. A customer creates a ticket or adds a comment
  2. Zendesk trigger sends the ticket data to InsiteChat
  3. InsiteChat searches your knowledge base for the best answer
  4. An AI-generated reply is posted as a public comment on the ticket
  5. The customer sees the response instantly

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Features

  • AI ticket replies — instant first response to reduce wait time
  • Knowledge base search — uses your trained content for accurate answers
  • Skips agent messages — only responds to end-user messages
  • Plan quota enforcement — ticket replies count toward billing limits
  • Conversation history — maintains context across ticket comments

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Disconnecting

Click Disconnect on the Zendesk card. Remove the trigger from your Zendesk dashboard to stop forwarding tickets.