> ## 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.

# Zendesk Chat

> AI-powered auto-replies for Zendesk tickets and chat. Reduce first response time with your trained knowledge base.

## 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.

## Setup

<Steps>
  <Step title="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.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Test it">
    Create a test ticket. InsiteChat should post an AI reply within seconds.
  </Step>
</Steps>

## 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

## 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

## Disconnecting

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