ChatPilot
Integrations

Zendesk

For support teams on Zendesk: a customer's tickets next to their chat, and a ticket filed from a chat whose status comes back to that chat.

Zendesk is a helpdesk. ChatPilot reads your customers (requesters) and their tickets through Zendesk's own REST API, and files a ticket from a chat when you press File. No MCP server is needed.

Connect it

  1. In Zendesk's Admin Center: Apps and integrations → APIs → API tokens → Add API token, and copy the token.
  2. In ChatPilot: Settings → Integrations → ＋ Add system → Zendesk (marked API key).
  3. Enter Your Zendesk address (for example yourcompany.zendesk.com).
  4. As the key, enter an agent's e-mail address, /token: and the token together, like you@example.com/token:abc123. The tickets ChatPilot files are that agent's.
  5. Click Connect. ChatPilot reads the latest tickets once and only then adds the system.

Use it for a customer

Bind the customer's chat to it (Live data in a chat): ChatPilot finds the customer by the chat's e-mail address, or type their e-mail or name. The chat then shows their latest ticket and its status.

File a ticket from a chat

In the chat: ⋯ More → Send to… → File a ticket, or let Ask ChatPilot write it in the chat's discussion. The card shows the subject, the description, the priority, the customer's name and e-mail address from their card in People, and the chat it comes from; check them and press Run.

The ticket gets the customer as requester and the chat's name at the end of its text, so you can see where it came from. The text goes in as an internal note; whether Zendesk mails the customer about a new ticket is up to your Zendesk triggers. Without an e-mail address the ticket is the agent's own.

The chat then shows the ticket with its status; click it to open the ticket in Zendesk. ChatPilot checks it every 10 minutes: when its status changes or someone writes on it, you get a message and a suggested update for the customer in their chat. That is a draft: nothing goes to the customer until you send it.

Your team's figures

For the whole helpdesk, not one customer, ChatPilot reads how many tickets were created and solved in a period, how many are unsolved now, the first reply, resolution and customer waiting times of the newest tickets (calendar and business hours), and the newest satisfaction ratings. Ask Ask ChatPilot ("How fast do we answer?"), or add one of the ready-made pages from 📊 Reports → Ready-made: Tickets in and out, Response and resolution times and Customer satisfaction. Satisfaction ratings need the token of a Zendesk admin; with an agent's token that one page stays empty.

For a customer's chat there are two monitors, Ticket on hold and Customer waiting on us (a ticket new or open without an update for a day), and a Weekly ticket overview report. All of them are off until you switch them on.

Apart from filing a ticket, reading is all ChatPilot does in Zendesk.

Their documentation: Zendesk API tokens.

Checked against ChatPilot 0.1.0b5. Report a problem with this page