Capabilities
| Capability | Supported |
|---|---|
| Knowledge Source | ✓ Sync help center articles |
| Deployment Trigger | ✓ Respond to tickets automatically |
| Tool Actions | ✓ Update tickets, add tags, change status |
Setup
Prerequisites
- Zendesk Admin or Agent account
- API token enabled in your Zendesk instance
Step 1: Get Your API Token
- Go to Zendesk Admin Center
- Navigate to Apps & Integrations → Zendesk API → API Tokens
- Click Add API Token
- Give it a name (e.g., “Duckie Integration”)
- Copy the token immediately (you won’t see it again)
Step 2: Connect in Duckie
- Go to Settings → Connections in Duckie
- Find Zendesk and click Connect
- Enter your details:
- Subdomain: Your Zendesk subdomain (e.g.,
yourcompanyfromyourcompany.zendesk.com) - Email: Your Zendesk admin email
- API Token: The token you created
- Subdomain: Your Zendesk subdomain (e.g.,
- Click Connect
Using as a Knowledge Source
Once connected, you can sync your Zendesk Help Center articles:- Go to Train → Knowledge
- Click Add Source
- Select Zendesk
- Choose which help center categories to sync
- Click Start Sync
Using as a Deployment Trigger
Deploy an agent to respond to Zendesk tickets:- Go to Deploy
- Click Create Deployment
- Select your agent
- Choose Zendesk as the trigger
- Configure which events trigger the agent:
- New ticket — When a ticket is created
- Customer reply — When the customer responds
- Internal note — When an agent adds a note (for internal assistants)
Event Filters
Filter which tickets Duckie responds to:- Channel: Only tickets from specific channels (email, chat, etc.)
- Tags: Only tickets with specific tags
- Group: Only tickets assigned to specific groups
Available Tools
When Zendesk is connected, your agents can use these tools:| Tool | Description |
|---|---|
zendesk_get_ticket | Retrieve ticket details |
zendesk_update_ticket | Update ticket status, priority, or fields |
zendesk_add_tags | Add tags to a ticket |
zendesk_add_internal_note | Add a private note |
zendesk_get_user | Get customer information |
Best Practices
Start with Shadow Mode
Deploy in shadow mode first to review responses before they go live:- Set deployment mode to Shadow
- Monitor the Runs page to review what Duckie would have sent
- When confident, switch to Live mode
Use Tags for Routing
Create Zendesk tags to route different ticket types:- Tag billing tickets → route to billing-trained agent
- Tag technical tickets → route to technical-trained agent
Leverage Help Center
Ensure your Zendesk Help Center is up-to-date — Duckie will use these articles to answer customer questions accurately.Troubleshooting
”Authentication failed”
- Verify your subdomain is correct (just
company, notcompany.zendesk.com) - Ensure the API token is still active
- Check that the email matches an active Zendesk user
”Webhook not receiving events”
- Verify the webhook is enabled in Zendesk
- Check that your Zendesk plan supports webhooks
- Confirm the target URL is correct in Zendesk settings
”Missing ticket data”
- Ensure your API token has sufficient permissions
- Check that the ticket exists and hasn’t been deleted