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The Zendesk integration brings your client’s support history into your client work. Ask what Contoso store teams raised about the new pricing labels, which tickets are open for an organisation, or what the help centre says about returns, and Hebno answers from Zendesk with each ticket and article cited. When a request implies a change, such as adding an internal note or setting a priority, Hebno shows a confirmation card and writes to Zendesk only after you confirm.

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At a glance

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Before you start

You need:
  • A Zendesk agent or admin account in the Zendesk Support instance you want to use, and its subdomain, for example contoso.zendesk.com. End users cannot connect.
  • A role that can edit the tickets you want to update. A light agent can add internal notes, including draft replies, but cannot change ticket fields.
  • An allowed integration. An owner or admin sets Zendesk to Allow under Admin → Connectors → Catalogue.
Hebno requests these OAuth scopes: Hebno does not request write on users, organisations or the help centre, or the impersonate scope.

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Connect Zendesk

1

Start the connection

Open Settings → Connections, find Zendesk under Customer support and select Connect. You can also select Connect from the prompt in a chat.
2

Enter your subdomain

Enter your Zendesk subdomain and select Continue.
3

Sign in to Zendesk

Sign in with your agent account, review the access request and select Allow.
4

Return to Hebno

The card shows Connected with your Zendesk subdomain.
Hebno reads and writes with your own permissions, so you see only the tickets your Zendesk role and group memberships allow. Tokens are encrypted at rest. Select Disconnect at any time, or ask an admin to revoke the connection under Admin → Connectors → Connections. A Zendesk admin can also revoke access in Admin Center → Apps and integrations → APIs → OAuth clients.

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What Hebno reads

Reads are live. Hebno queries Zendesk when a request needs it. Only what a reply used is stored with the conversation as its sources.
Excerpts a reply uses become part of the conversation. Anyone you share the conversation with can read them, including customer messages and internal notes from Zendesk.

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What Hebno writes

Every write appears first as a confirmation card. You can change any field before you select Confirm.
Confirmation card for Zendesk with editable fields

A Zendesk change pending confirmation. Nothing is written until you confirm.

A draft public reply is saved on the ticket as an internal note headed Draft reply. An agent reviews it, copies it into a public reply and submits it in Zendesk. Hebno never sends a public reply to a requester, deletes or merges tickets, or changes users, organisations, triggers or help centre content. Writes are made as your Zendesk agent, so Zendesk shows you as the author. Linking marks which Zendesk organisations belong to an engagement, so you can ask “what are store teams raising?” without naming the organisation.
  1. Open the project and select Brain.
  2. Under Linked records, select Link record, then Zendesk.
  3. Search by organisation name or domain and select the organisation. Repeat for each organisation in the engagement.
In chats tagged to the project, Hebno starts with tickets from the linked organisations for any support question. See Linked records.

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Use Zendesk in chat

  • Attach: open the + menu, choose Sources → Zendesk, and pick a ticket, an organisation or a help centre article. Or type / and choose Zendesk.
  • Ask: name the client, ticket or topic in your request. For example:
    Group the Contoso tickets from October by theme and count how many mention pricing.
    Summarise ticket 48213 and draft a reply that explains the new label format.
    Set the priority on the Contoso price match tickets to high and add the tag pricing-review.
  • Research runs show a Checking Zendesk step, with a chip for each ticket and article it read.
  • Agents can read Zendesk on a schedule, for example a Monday summary of new pricing tickets for Contoso. Writes an agent proposes appear in agent approvals for review.

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Troubleshooting