AI Agent for Zendesk
Streamline ticket categorization, agent routing, and customer satisfaction follow-ups with an OpenClaw AI agent for Zendesk.
Ticket Categorization & Routing
Auto-categorize incoming tickets by issue type, priority, and customer segment. Route to appropriate support tier or specialist.
First-Response Drafting
Generate knowledge-base based response drafts for common issues. Agents review and customize before sending.
CSAT Follow-Up Sequences
Send satisfaction surveys post-resolution. Escalate low-CSAT tickets to supervisors for resolution follow-up.
Knowledge Base Article Suggestions
Surface related KB articles when creating tickets. Suggest new articles based on common unanswered questions.
Agent Workload Distribution
Analyze agent capacity and pending ticket age. Assign tickets to balance workload and reduce response times.
Escalation Path Management
Route escalations to specialists or supervisors based on issue type and complexity with context and history.
How to get set up
- Zendesk Suite Professional or above
- Admin access
- API access enabled
- Create API Token
Generate an API token in Zendesk admin. Use email+token for authentication.
- Configure Ticket Permissions
Create a restricted agent account for the bot with read, create, and update permissions on tickets.
- Set Up Trigger Rules
Create Zendesk triggers to notify agent webhook on new ticket creation and status changes.
- Connect via REST API
Establish secure connection from OpenClaw to Zendesk REST API using token authentication.
FAQ
Does it work with Zendesk Chat?
Yes. The agent routes chat-to-ticket escalations and can manage follow-ups via email or chat.
Can it use custom fields for routing?
Yes. The agent reads custom fields and can use them in categorization and routing rules.
How does it respect agent SLAs?
The agent monitors SLA timers and escalates overdue tickets automatically based on your SLA policies.
Improve support efficiency
Set up an AI agent for Zendesk.