Introduction
What is Zendesk?
Zendesk is a customer service software that helps businesses manage and respond to customer inquiries across various channels like email, chat, and social media. It streamlines support operations by providing a unified platform for tracking, prioritizing, and resolving customer issues efficiently.
What is CogniVis AI?
CogniVis AI is a platform that enables you to pull data from different
sources and combine them with each other to
create practically useful AI tools. Sources may include
your internal company knowledgebase and a variety of
most popular business apps like GitHub, Jira, Slack,
and more.
This enables you to easily create
AI chatbot assistants (internal),
custom generators and even
embeddable AI chat widgets trained on your data.
How CogniVis AI works with Zendesk?
The Zendesk Connector retrieves all key data from tickets, users, and interactions within a specified Zendesk account.
What exact sources are pulled:
- Tickets
- Ticket subject
- Ticket description/content
- Date created/updated
- Ticket requester
- Ticket assignee
- Ticket status (e.g., Open, Pending, Solved, Closed)
- Ticket priority (if ticket priority is enabled in the Zendesk instance)
- Ticket tags (if tagging is enabled and accessible through the API)
- Ticket URL (if the connector has access to Zendesk's web interface or if the API provides direct URLs)
- Users
- User name
- User email
- User role (e.g., Agent, Admin, End-user)
- Comments
- Comment content
- Comment author
- Date of comment
- Attachments (if the connector supports retrieving attachment details through the Zendesk API)
Configuration
Generate an API Token
To connect CogniVis AI with Zendesk, you need to generate an API Token in Zendesk. This token will be used to authenticate the connection between CogniVis AI and Zendesk.
Sign In
Sign into your Zendesk account.
Navigate to Zendesk API
Expand the Zendesk products and select Admin Center.
In the sidenav, expand Apps and integrations, select Zendesk API, accept the terms of service, and then go to the Settings tab.
Generate a new token
Switch the token access to enabled and click Add API token. Give your token a name (e.g., CogniVis Connector), copythe generated API token, and click Save.
Add the connector to CogniVis
Navigate to CogniVis Connectors
In your platform, go to the Admin Panel, which you can find in the top right corner of the screen.
Go to the Add Connector section in the menu on the left side of the screen.
Then, search for and select the Zendesk connector.
Add your Zendesk token
Provide the instance base URL, Zendesk user email address and the API Token you copied earlier.
Define access
After deciding whether the documents should be public or not, press the connect button.
Free trial
If you are interested in creating your own automations and workflows with artificial intelligence based on your data, you can request a free trial of our solution. Please book a demo with us to get started.
book a demoOn-premise
Enterprise organizations can choose to deploy this connector on-premise. On-premise deployment provides additional security and privacy, it means that the connector will be hosted on your own servers which you can control and manage.
This option is suitable for organizations that have strict data privacy and security requirements, want to integrate with their existing infrastructure, or need to comply with specific local regulations.
Contact our team & learn about options of deploying this connector on premise.
book a demo learn more about on-premise aiUse cases
Check out potential benefits and use cases for this connector.
Enhanced Customer Support Analysis
By integrating Zendesk data into an AI model, businesses can analyze support tickets, comments, and user interactions to identify common issues and trends. This allows for the development of proactive solutions, improving customer satisfaction and reducing response times.
Automated Ticket Prioritization
Using AI to interpret ticket data from Zendesk, companies can automate the prioritization process. The AI can evaluate factors like ticket subject, description, and tags to assign priority levels, ensuring that urgent issues are addressed promptly.
Personalized Customer Interactions
AI can utilize Zendesk's user data to tailor responses and solutions for individual customers. By analyzing user history, preferences, and previous interactions, AI can provide personalized and more effective support, enhancing customer experience and loyalty.
Predictive Support Solutions
With access to historical ticket data and trends, AI can predict potential future issues and suggest solutions before they arise. This proactive approach can help businesses prevent problems and improve overall customer support efficiency.
Improved Agent Productivity
AI can analyze Zendesk ticket data to identify repetitive tasks and suggest automation opportunities. By automating routine processes, support agents can focus on more complex issues, increasing their productivity and job satisfaction.
Enhanced Reporting and Insights
AI can generate comprehensive reports and insights from Zendesk data, highlighting key performance indicators, customer satisfaction scores, and areas for improvement. This allows businesses to make informed decisions and optimize their support strategies.
Seamless Multi-channel Support
By analyzing interactions across various channels (email, chat, social media), AI can provide insights into customer preferences and optimize support strategies. This ensures a consistent and seamless experience across all touchpoints.
Efficient Knowledge Base Management
AI can analyze ticket content and comments to identify common questions and issues. This information can be used to update and expand the company's knowledge base, ensuring that customers and agents have access to accurate and relevant information.
Enhanced User Role Management
Using AI to analyze user roles and interactions, businesses can ensure that support agents and admins have the appropriate access and permissions. This improves security and ensures that users have the tools they need to perform their roles effectively.
Sentiment Analysis for Customer Feedback
AI can perform sentiment analysis on comments and ticket content, providing insights into customer feelings and satisfaction levels. This information can be used to address negative feedback and enhance overall customer experience.