Zendesk
Opens Zendesk tickets for visitors who need a reply from your support team.
Overview
When a visitor needs someone from support to get back to them, or the assistant can't solve their problem, it opens a ticket in your Zendesk with a clear subject and the full story: what happened, what they tried, and what they need.
The visitor becomes the ticket's requester, so your team replies by email from Zendesk as usual. Each ticket links back to the conversation.
What the assistant can do
Create support tickets
The assistant writes the subject and description and sets a priority, so tickets arrive ready to work on, not as a raw transcript.
Replies go to the visitor
Signed-in people are matched by their email; others are asked for it first. Your team answers from Zendesk, and the visitor gets it by email.
How to connect it
- Sign in to Oriel and open your assistant's Integrations page.
- Press Connect on Zendesk. Oriel shows the exact values to create an OAuth client in your Zendesk Admin Center, with copy buttons.
- Paste the client's identifier and secret, sign in to Zendesk to approve, and create a test ticket.
What Oriel can access
Oriel asks Zendesk for these scopes, and nothing else:
- tickets:read and tickets:writeCreates tickets for visitors, and checks the test ticket.
- users:read and users:writeFinds the visitor in Zendesk by email, or adds them, so they're the ticket's requester.