Use our Zendesk Support integration to:

  1. Create a classifier by importing your tickets
  2. Save and analyze your tickets in a dashboard
  3. Automatically tag your new tickets in real-time directly in Zendesk (Coming soon)

You can see all details in this section:

Adding the integration

The first step is to connect your Zendesk account with your Lang.ai Enterprise instance. 

As an admin user, go to Admin > Integrations and click on "Add Integration" in the Zendesk Support block.

You will need to include:

  • Your Zendesk subdomain (e.g. yourcompany.zendesk.com)
  • Your Zendesk login email
  • A generated Zendesk API token

You can generate a Zendesk API token in Settings > Channels > API > Token Access. This token will be used to retrieve your Zendesk tickets when creating a classifier.

Create a classifier by importing your tickets

Once the integration is successfully added, you will be able to start your classifier directly from Zendesk as well as by uploading a dataset manually.

You can now prepare the Zendesk query you want to use to create a classifier. This can go from all your open tickets to a specific subset of tickets that match a specific tag from the last month. Prepare your query in the Tickets > Search section of your Zendesk account. An example query may be: "status:open tags:technical_problem". Learn more about Zendesk Support search here.

Automatically tag your new tickets in real-time directly in Zendesk (coming soon)

We are currently working to give you the ability to automate your tickets tagging process with Lang.ai. This way you can focus on optimizing your automation directly in Zendesk, like assigning the tickets to the right teams depending on how it was automatically tagged.

Contact us to learn more.

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