> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/tutorial/deploy/zendesk.md).

# Zendesk

Deploy Aissist in Zendesk - tickets and messaging on one connector and one gateway - choose the groups it manages, set the actor, escalation and handover rules.

*Last updated: October 25, 2026*

Deploy Aissist in Zendesk so it answers your tickets, and, if you use Zendesk messaging, your chats: web and mobile messaging, WhatsApp, SMS and social channels. Tickets and messaging share one Zendesk connector and one gateway. Read [Deploy](/tutorial/deploy.md) first for the steps every gateway shares.

### Prepare Zendesk

* Create a Zendesk agent for Aissist to answer as. A dedicated agent works best.
* Route the tickets Aissist should handle to one group, with a trigger or by hand.

### Connect Zendesk

1. Go to **Deploy → Gateways**, click **Add Gateway** and choose **Zendesk**.
2. On **Connect**, choose a Zendesk connector, or create one: enter your **Zendesk subdomain** (the `acme` in `acme.zendesk.com`) and click **Save and sign in with Zendesk**.
3. Approve Aissist in Zendesk with an admin account.

The connector keeps the sign-in fresh.

#### Add messaging to the connector (optional)

Skip this if you only use tickets. Messaging (Zendesk Conversations, also called Sunshine Conversations) is not a separate deployment: it is part of the same Zendesk connector and the same Zendesk gateway.

{% hint style="info" %}
**Messaging requires the Zendesk sign-in.** Sign in to Zendesk for tickets first (above), then add messaging on the same connector, with the same Zendesk account. A messaging sign-in for another Zendesk subdomain is refused.
{% endhint %}

1. Go to **Connectors** and open your Zendesk connector.
2. In the **Messaging (optional)** section, under **1. Sign in**, click **Sign in to Zendesk messaging** and approve it with the same Zendesk account.
3. Under **2. Conversations API key (recommended)**, enter the **API key ID** and **API key secret**, then click **Save key**.

The Conversations API key is optional but recommended: with it, Aissist creates the messaging integration and webhook in Zendesk for you. Without it, you [create the integration yourself](#create-the-integration-manually). To create the key, follow Zendesk's guide for [Conversations API keys](https://support.zendesk.com/hc/en-us/articles/4576088682266-Using-Conversations-API-keys); in Zendesk it is under **Admin Center → Apps and integrations → Conversations API**.

<figure><img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2Fo4kHOn5AjoOvJTfe2yQQ%2FScreenshot%202026-05-26%20at%2010.52.55%20PM.png?alt=media&amp;token=08796dd3-c822-4f84-9ddb-0117c7eaaa0d" alt=""><figcaption></figcaption></figure>

### Set up the agent

* **Managing Points (Groups)**: the groups Aissist manages. By default, it manages all.
* **Stop at the following tag(s)**: tags that make Aissist skip a ticket. Use it rarely.
* **Actor**: the agent Aissist answers as (required).
* **Escalation**: the group that gets a ticket when Aissist escalates. If empty, Aissist only unassigns itself.
* **Handover Rules**: map sub-agents to groups, so each workflow hands over to the right team.
* **Chat Only**: the thinking message and transfer message, for chat and messaging customers.

Aissist creates what it needs in Zendesk itself: a webhook and four triggers (**New ticket**, **New comment**, **New note**, **Assignee change**). The **Advanced** tab of the gateway's **Agent** settings shows them. If one is missing, click the refresh button to create it again.

### Turn on messaging

If you added messaging to the connector:

1. Open the Zendesk gateway and go to the **Connect** tab.
2. Under **Set Up Integration for Messages (Chat, SMS, WhatsApp, etc)**, turn on **Answer messaging**.
3. Under **Setup Integrations**, click **Set up the Integrations**. Aissist creates the integration and its own messaging user, and ticks **Integration created** and **User created**.
4. Click **Save Changes** when the Save bar appears.

On a saved gateway, turning **Answer messaging** on or off takes effect right away. If the automatic setup fails, follow the manual steps below.

Then, under **Configure AI agent** on the same tab (all optional):

* **Select channels to manage**: the channels Aissist answers. By default, all.
* **Display Name**: the name shown in the messaging app.
* **Avatar URL**: a public image link that ends in an image extension such as `.png` or `.jpg`. For a Google Drive image, use `https://drive.google.com/uc?export=view&id=FILE_ID`.
* **Indicate as AI**: on by default; Aissist shows that the reply is generated by AI.

### Create the integration manually

Use this when you have no Conversations API key, or the automatic setup failed.

1. In Zendesk, go to **Admin Center → Apps and integrations → Integrations → Conversations integrations**.
2. Click **Create integration**.
3. Use these values:
   * **Name**: `Aissistant_Conversation_Integration`
   * **Webhook endpoint URL**: `https://gateway.aissist.io/gateway/zendesk/conversation`
   * **Include full user**: on
   * **Include full source**: on
   * **Webhook subscriptions**: **Conversation created** and **Conversation message**
4. Save it.

<figure><img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2FvdnPczQukjweBsHv3A14%2FScreenshot%202024-08-26%20at%209.58.03%20PM.png?alt=media&amp;token=a9d8fb3c-77da-4cca-903f-5d40ad3417e5" alt="" width="563"><figcaption><p>Example Zendesk Conversations integration</p></figcaption></figure>

{% hint style="info" %}
We do not recommend making Aissist the default bot of a messaging channel. Aissist works best as a backend agent that behaves like a human teammate. If you still want to, assign it as the AI agent of a channel in Zendesk under **AI → AI agents**.

<img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2F2AbxKC3rshgdLgeDkCNj%2FScreenshot%20from%202026-01-02%2020-14-23.png?alt=media&amp;token=69b30bbd-9612-46e0-9984-a52b6d294f3b" alt="" data-size="original">
{% endhint %}

### How Aissist works in Zendesk

Aissist replies on the ticket or in the chat and applies tags, which your Zendesk triggers and views can act on. When a human should take over, Aissist adds a summary note and moves the ticket to the escalation group or the group of the matching handover rule.

### Co-Pilot and in-note commands

Turn on **Enable Co-Pilot** on the gateway's **Settings**. Your agents can then add an internal note with an [in-note command](/capabilities/in-note-command.md) to analyze a ticket, fill fields or evaluate a reply.

### Actions

The same Zendesk connector can also carry actions that create a ticket in Zendesk, such as a refund request for your team to pick up. See [Add Actions](/tutorial/add-actions.md).

### Do it with Ask Engine

> Is our Zendesk gateway deployed, and is messaging turned on?

> Why weren't some Zendesk tickets or WhatsApp chats answered yesterday?

Ask Engine answers from the gateway's settings and the conversations' records.

### Best practice

* Start with one group and a dedicated Aissist agent.
* Keep Aissist's triggers active in Zendesk; the **Advanced** tab tells you if one is missing or inactive.
* Use handover rules so billing, returns and technical tickets land with the right group.
* For messaging, add the Conversations API key so Aissist can set up and check the integration for you, and start with one channel before adding more.

### Related

* [Deploy](/tutorial/deploy.md)
* [Connectors](/capabilities/connectors.md)
* [Escalation and Handover](/capabilities/escalation-and-handover.md)