This guide outlines the customer support features available through the Zendesk integration. Your customers can search the knowledge base, create a ticket, track a ticket, and be transferred to an agent directly in the chat.

Customer Identification

Before you can act “on behalf of” an end user, you must decide which identity to use (and how to verify it).

Information to request (minimum inputs)

Requirement	What the customer must provide	Why
Identify the user	`Email` and `Name`	Allows you to find/create the requester
Reference an existing request	`Ticket ID `or “find my ticket” via email + search	Allows you to view progress / add a comment
Language / locale	`Locale` (optional)	To respond in the correct language and search the correct Help Center

Zendesk allows you to specify a requester when creating a ticket (name + email required in the example “new requester”).

<aside> ⚠️

The API allows you to take several actions:

“Agent/Admin” side: You can see everything, but you must avoid disclosing sensitive information.
“End-user” side: you use the “Requests” API (user view), which returns only public comments and certain fields.

We use the “end-user” side to prevent misuse by users acting independently or exposing sensitive data.

</aside>

Zendesk use cases

1) Create a ticket

2) Ticket tracking / status

2.1) Add information to my existing ticket

2.2) Mark my request as resolved

2.3) If the ticket is Closed: create a follow-up

3) Handoff to a human agent (escalation)

4) Knowledge Base Search (Help Center)

5) Suggest an answer using a macro

1) Create a ticket

<aside> 💬

“I have a bug; I want to contact support”
“I want to open a ticket”
“I can’t make a payment” </aside>

Information to request (inputs)

Minimum viable ticket

Subject (or one-sentence summary)