Integration Guide

Zendesk Integration Guide

Configure robust ticket escalation and human handoff with conversation context preserved for support teams.

Prerequisites

  • Zendesk API token with ticket create/update scope
  • HoverBot escalation policies defined
  • Support queue routing rules by topic and severity

Escalation Flow

  1. Define escalation triggers (low confidence, policy flags, user request)
  2. Map chatbot fields to Zendesk ticket fields and tags
  3. Attach transcript excerpt and conversation URL in ticket body
  4. Set priority rules based on intent and sentiment signal
  5. Enable ticket status callback for chatbot follow-up messaging

Ticket Payload Example

{
  "ticket": {
    "subject": "Escalated: Billing issue",
    "priority": "high",
    "tags": ["hoverbot", "escalated", "billing"],
    "comment": {
      "body": "Conversation summary:\n- Customer reports duplicate charge\n- Checkout ID: chk_21988\nContext URL: https://app.hoverbot.ai/conversations/xyz987"
    }
  }
}

Operational Checks

  • Escalated tickets contain complete context and user metadata
  • Priority and tags follow support triage conventions
  • Resolved ticket updates feed analytics for closed-loop improvements

Related resources

E-commerce Case StudyBack to Resources