Zendesk — Integration

Overview

Deflect tickets with suggested articles, attach KB entries to tickets, and convert resolved tickets into new FAQs or updates.

Capabilities

• Agent sidebar app: suggested articles by title, tags, and locale

• Attach article links with one click (public or internal)

• Create draft FAQ from a ticket with requester context

• Auto-comment templates linking to relevant KB

• Two-way status signals (article updated → ticket note)

1. 1

   Step 1

   Generate an API token in Zendesk or set up OAuth.

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2. 2

   Step 2

   In Velaxe → Integrations → Zendesk, enter subdomain, email, and token.

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3. 3

   Step 3

   Install the provided sidebar app manifest in Zendesk.

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4. 4

   Step 4

   Configure locale/tag mapping and test suggestions on a sample ticket.

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5. 5

   Step 5

   Enable “Create draft from ticket” and set default author group.

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Limitations

• Macros that rewrite fields can conflict with our mappings.

• Large attachments remain in Zendesk; we link to them in the draft.

• Agent Workspace is required for the sidebar features.

FAQs

Pricing