Zendesk holds the record of every customer request. Connecting it gives the Brain each ticket with all of its comments and its lifecycle, so your AI can answer what a customer asked, who handled it and how it ended.
What it adds to your Brain
Fivo reads tickets from your Zendesk Support account:
- The ticket: subject, description, requester, when it was opened, and a link back to the ticket.
- Every comment on the ticket, public and internal, with its author and date.
- The ticket's lifecycle: status, priority, tags, assignee and satisfaction rating when present.
Each ticket becomes a thread, and its comments sit on it. Example question: "Which tickets from Helio are still open, and what was the last thing we told them?"
Before you start
- You need a Zendesk agent or admin account on the subdomain you want to connect. Creating an OAuth connection may require an administrator in some accounts.
- Fivo needs your Zendesk subdomain (the part before .zendesk.com) before it can open the sign-in page, because Zendesk sign-in happens on your own subdomain.
- When you approve Fivo, Zendesk asks for permission to read tickets, users and organizations. Fivo asks for read access only and never changes a ticket.
Step by step
- Open Integrations in the app and choose Zendesk.
- Click Connect. Fivo explains that Zendesk needs to know which account to open before you sign in, and asks for your Zendesk subdomain.
- Enter the subdomain and continue. Zendesk opens its sign-in page on your account.
- Sign in and allow the access Fivo requests.
- Fivo confirms the connection and records the account on its own. The whole account is the source; there is nothing else to pick.
What happens next
Fivo reads tickets through Zendesk's incremental export, oldest changes first, and then their comments. Zendesk allows only a small number of export requests per minute across your account, so a large history takes a while. In the AI Brain view the Zendesk source moves from queued to reading to done.
Zendesk does not push changes to Fivo. New tickets and comments arrive on the regular sync pass, which asks Zendesk for what changed since the last one. Nothing is skipped, but a change is not visible the second it happens.
Who can see what: Zendesk cannot tell Fivo which agents may read a given ticket. With organization scope, Zendesk material is visible to the organization owner and to the agents who took part in each ticket, matched by email. See Permissions: what your Brain can see.
Disconnect
Open Integrations, select Zendesk and click Disconnect. Fivo stops reading the account and deletes the stored credentials. What the Brain already learned stays in the graph; connecting the same subdomain again resumes reading. To take Zendesk material out of the graph, use Remove from graph on the Zendesk source in the AI Brain view.
Troubleshooting
- Zendesk reports an invalid request or the sign-in page does not open. Check the subdomain: it is the part before .zendesk.com, with no "https://" and no dot.
- "Reconnect to read". The token was revoked in Zendesk or has expired. Click Reconnect, enter the subdomain again and sign in.
- Nothing appears yet. Zendesk's export shares a tight rate limit, so a first read of a large account takes several passes. Check the source status in the AI Brain view.
- A ticket is in but its comments are not yet. Tickets are read first and comments second. Comments follow on the same or the next pass.
Related: Connect your tools, Connect CRM and support tools, What the Brain knows.
- integration
- support