Zendesk

Connect Netomi to Zendesk for knowledge sync and human-agent handoff.

What this integration does

• Knowledge sync — imports Help Center articles into the agent's knowledge base.
• Handoff — creates Zendesk tickets when the AI agent escalates.
• Transcript sync — full conversation history attached to each ticket.

Prerequisites

• Zendesk Suite (Team plan or higher)
• Zendesk admin access to generate an API token
• Netomi workspace admin role

Setup

1. In Zendesk, go to Admin Center → Apps and Integrations → APIs → Zendesk API and generate a token.
2. In Netomi, go to Integrations → Zendesk and click Connect.
3. Enter your subdomain (acme for acme.zendesk.com), admin email, and API token.
4. Select the brands and Help Centers to sync.

Configuration

Setting	Description
Sync schedule	Manual, hourly, or daily
Default group	Zendesk group that receives handoff tickets
Ticket priority	Default priority for handoff tickets
Custom fields	Map Netomi metadata to Zendesk custom fields

Webhook events sent to Zendesk

• conversation.handoff → creates a new ticket
• conversation.resolved → closes the linked ticket
• message.received → appends to the ticket's internal note

Troubleshooting

Error	Fix
401 Unauthorized	Regenerate the API token and reconnect
Articles not syncing	Verify the Help Center is set to public
Tickets not creating	Check the assigned group has live agents