Zendesk

Making Inquiru your Zendesk chat AI (default setup)

Set Inquiru as your sole Zendesk chat AI: confirm Respond mode, add a welcome banner, remove old bots, and exclude Messaging from ticket triggers.

Connecting Zendesk for email and web-form tickets

Connect Zendesk to Inquiru for email and web-form tickets: prerequisites, a dedicated AI agent account, API token, and integration setup.

Creating Zendesk webhooks and triggers for Inquiru

Create the Zendesk webhook and the two required triggers for Inquiru, with the correct JSON body template and channel exclusions.

Connecting the Zendesk Messaging chat widget

Wire Inquiru into the Zendesk Messaging widget via the Sunshine Conversations API, set up the live chat webhook, and verify handoff.

Passing the customer's ID into Zendesk chat

Pass a known customer ID into the Zendesk chat widget via a conversation field or signed JWT so the AI can call data skills instantly.

Running Inquiru alongside an existing Zendesk bot

Keep an existing Zendesk bot in front of Inquiru using handoff signal phrases, Transfer-to-agent steps, and trigger exclusions to avoid dual replies.

Verifying and troubleshooting your Zendesk integration

Verify your Zendesk integration with a test ticket, read webhook delivery statuses, and avoid duplicate replies from Messaging and Chat.