Turn a hand-off into a Zendesk ticket

Busymate AI hands a conversation it cannot finish to Zendesk as a ticket, so the request joins the queue your agents already work — carrying the thread, the page the visitor had open and, where your site knows who they are, the requester filled in for them.

1. Issue an API token

In Zendesk, open Admin Center → Apps and integrations → APIs → Zendesk API, switch to Settings, and choose Add API token. Describe it, then copy the value; Zendesk displays it once. A token authenticates as the agent whose address is paired with it, in the form <email>/token, so pick an agent account your team is content to see as the submitter.

No Zendesk app is installed and no authorization flow runs: an API token is the entire credential today. An OAuth app is planned, and the changelog will carry the news.

2. Fill in the three required values

Open Console → Connections and pick the Zendesk card.

The token is kept write-only. The card shows its closing characters and nothing further, and pasting a replacement swaps it in place.

3. Choose the status a raised ticket starts in

One optional setting decides where the work lands in your triage flow: new, open or pending. Left empty, new applies — the state most queues are worked from.

4. Send a test ticket

Send test ticket on the card runs everything at once: subdomain, agent, credential and status. A ticket shows up in your views in seconds. Use it on the first save and after every credential change.

5. What the ticket carries

• The conversation up to the point a person was asked for, as the ticket description.
• The address of the page that visitor had open, so an agent sees the context without asking for it.
• A requester, but only where your own site has identified the visitor. Nobody else is turned into a Zendesk user: an anonymous conversation opens a ticket with no requester rather than a fabricated one.

Nothing else in your help desk is touched. Organizations, user profiles and custom fields stay exactly as your agents maintain them — there is no background sync of people.

6. Checking a requester mid-conversation

For a visitor your site has identified, the assistant can read that person's existing record and their open tickets before replying — enough to say a request is already with your team. It is a read and never a write, and it is switched off for anonymous visitors.

Verify

1. Save the three values and press Send test ticket; the ticket appears with the status you chose.
2. Ask for a person on your own site while signed in as a test customer — the new ticket names that customer.
3. Open it and confirm the description holds the transcript and the page address.
4. Do the same signed out: a ticket arrives with nobody named, and your user list gains nothing.
5. Revoke the token in Zendesk, confirm a test ticket no longer arrives, then paste a replacement and run the test again.

Next

• Set up human handoff — what your team sees in the Inbox meanwhile.
• Recognize signed-in customers — how a visitor gains a name.
• Connect Telegram for team alerts — tell a teammate the second one is raised.