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Integrating Zendesk to ServiceAI

Ricky Cecchini
  • Updated

Connecting your Zendesk instance to CloudRadial ServiceAI enables you to import tickets and documentation for summarization, analysis, recommendations, and more. Once connected, Zendesk is also supported as a full Triage platform — ServiceAI can auto-categorize, route, assign, and comment on incoming Zendesk tickets, including selecting the correct ticket form and updating its custom fields.

Follow the instructions below to learn how to set up the API member for ServiceAI:

Creating and Configuring an API Key in Zendesk

  1. Log in to your Zendesk instance

  2. Select the 4-square menu at the top right and select Admin Center

  3. Select Apps and Integrations on the left-hand menu
  4. Select API tokens > Add API token at the top right and enter ServiceAI as the description
    • Select Save via the bottom right button
    • Copy and store the token that was generated

Configuring Ticket Systems in ServiceAI

Ticket Systems are the ServiceAI mechanism for gathering and analyzing ticket data for various functions. This is a core requirement to get the most value and insights from ServiceAI.

  1. Log in to ServiceAI and select the Settings gear at the top
  2. Select the Setup option
  3. Under Ticket System Configuration, select Zendesk as your ticketing system and enter the required fields:
    • Support Domain: Your Zendesk domain URL (e.g., https://domain.zendesk.com)
    • Public Secret (User Id): Your Zendesk user email. Recommended to use an admin-level user to avoid permissions issues with sync.
    • Private Secret (API Token): The API token created in a previous step.
  4. Select Test Connection to ensure that the system is correctly provisioned for the setup of your Zendesk tenant to ServiceAI.

Select Save Changes at the bottom to finalize your setup.

Configuring Article Systems

Article Systems are the ServiceAI mechanism for writing knowledge base articles to your KB of choice, which can help build a robust system of processes and information for end users and internal users alike.

  1. Log in to ServiceAI and select the Settings gear at the top
  2. Select the Setup button
  3. Under Article System Configuration, select Zendesk and enter the required fields:
    • Support Domain: Your Zendesk domain URL (e.g., https://domain.zendesk.com)
    • Public Secret (User Id): Your Zendesk user email. Recommended to use an admin-level user to avoid permissions issues with sync.
    • Private Secret (API Token): The API token created in a previous step.
    • Categories (Optional): Enter a list of comma-separated category names to filter articles. Leave empty to sync all categories.
  4. Select Save Changes to finalize the setup of Zendesk to ServiceAI.

In a few minutes, knowledge base data will begin to sync into the system.

Using Triage With Zendesk

Once your Zendesk ticket system is configured, ServiceAI's Triage feature can process incoming Zendesk tickets automatically. Zendesk triage uses the Unified Triage Rules model — the same model used by Autotask, Halo, Syncro, and Kaseya BMS — where a single set of rules drives routing, categorization, and assignment decisions in one combined AI analysis per ticket. ConnectWise is the only supported PSA that uses three separate rule sets instead.

Zendesk-specific triage behavior:

  • ServiceAI auto-discovers your Zendesk standard and custom ticket fields, groups, and ticket forms, including each form's available picklist options
  • When triaging a ticket, the AI can select the appropriate ticket form and populate its form-specific custom fields in a single update
  • Assignment rules can target Zendesk groups and agents by name
  • Triage posts its decision as a comment on the ticket when comment creation is enabled. The Fast Feedback agent summary now also includes Related tickets and Related KB articles sections with Zendesk-native clickable links so the assigned agent can jump straight to similar past tickets or relevant Help Center articles.

For full details on enabling Triage, building rule sets, and viewing triage results, see All About ServiceAI's Triage Feature.

Adding the ServiceAI Pod to Zendesk

After Zendesk is connected for ticket sync and Triage, you can also embed AI Chat directly inside the Zendesk agent workspace. Setup steps — installing the ServiceAI ZAF private app, configuring the sidebar location, and using Pod Quick Actions — are covered in a dedicated article:

Setting Up the ServiceAI App in Zendesk →

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