Zendesk Integration

Credentials required

Step 1 — Enter credentials in TR-AI

In your TR-AI Dashboard, open the Zendesk card. Enter your subdomain and either your Email + API Token, or your OAuth Client ID + Client Secret. Click Save. TR-AI will verify the credentials immediately.

Step 2 — Create a Zendesk webhook

1. 1
   Open Webhook creation

   Go to Admin Center → Apps & Integrations → Webhooks → Create webhook. Select Trigger or automation as the connection type.
2. 2
   Configure the endpoint

   Use your scoped webhook URL — this avoids routing ambiguity when multiple trials exist:

   Webhook endpoint URL

   https://ticketresolve.ai/api/integrations/zendesk/webhook/{your-trial-id}

   Set Method = POST, Request format = JSON.

3. 3
   Save the webhook

   Click Create webhook. Copy the webhook ID — you will need it when creating triggers.

Step 3 — Create two Zendesk triggers

TR-AI requires two triggers: one for new tickets and one for customer follow-up replies. Both send to the same webhook URL.

Trigger 1 — New ticket

1. 1
   Create the trigger

   Go to Admin Center → Objects and rules → Business rules → Triggers → Add trigger.
2. 2
   Set conditions

   Under Meet ALL of the following conditions, add: Update type | Is | Created.
3. 3
   Set action

   Under Actions, add Notify active webhook, select your TR-AI webhook, and paste this JSON body:

{
  "ticket_id":      "{{ticket.id}}",
  "subject":        "{{ticket.title}}",
  "description":    "{{ticket.latest_comment.value}}",
  "latest_comment": "{{ticket.latest_comment.value}}",
  "requester_name": "{{ticket.requester.name}}"
}

Trigger 2 — Customer follow-up reply

When a customer replies to a solved ticket, Zendesk automatically reopens it (status → open). This trigger fires on that transition.

1. 1
   Create the trigger

   Add a second trigger named TR-AI — process customer follow-up reply.
2. 2
   Set conditions

   Add ALL three conditions:

   • Update type | Is | Changed
   • Status | Is | Open
   • Comment is public | Is | True
3. 3
   Set action

   Notify active webhook with the same TR-AI webhook and this body:

{
  "ticket_id":      "{{ticket.id}}",
  "subject":        "{{ticket.title}}",
  "description":    "{{ticket.description}}",
  "latest_comment": "{{ticket.latest_comment.value}}",
  "requester_name": "{{ticket.requester.name}}"
}

How TR-AI routes webhook payloads

TR-AI resolves the correct trial account in this order:

• URL param (preferred): :trialId in the webhook URL — always use the scoped URL.
• Body field: account_id or subdomain matched against your configured subdomain.
• Single-trial fallback: if only one active Zendesk trial exists, it is used automatically.

Triage behaviour

When TR-AI cannot auto-resolve a ticket (confidence below threshold), it:

• Posts a public acknowledgement reply to the customer.
• Moves the ticket to a group named Triage if one exists in your Zendesk account — otherwise adds a triage tag.
• Leaves the ticket status as open so agents see it in their queue.
• Sends a Slack notification if a Slack webhook URL is configured.

Supported body shapes

TR-AI accepts two Zendesk trigger body formats: