Zendesk integration for support workflow with GenticFlow
Connect Zendesk to your technician support workflow
Bring Zendesk tickets into GenticFlow with endpoint context, investigations, and technician tools. Use supported ticket sync to keep findings and notes with the case. Keep Zendesk for the service or business workflows your team needs.
What GenticFlow does with this integration
Bidirectional Ticket Sync
- Webhook-based real-time sync
- Status and priority updates in both directions
- Internal notes with resolution details
- Automatic ticket creation and closure
Support workflow connected to Zendesk
- Routine IT tickets diagnosed with resolution proposed for tech approval
- Approved device actions run through the GenticFlow agent
- Diagnostic details posted as internal notes
- Resolution posted as internal notes for your team
Support context and technician action
- Connect the ticket to available user and endpoint context
- Use read-only Investigations to gather evidence
- Review findings and use remote control, terminal, files, or supported playbook actions
- Keep findings and notes with the support record
- Use configured knowledge to assist user questions
Endpoint Conversations Inside Tickets
- Open a secure Endpoint Conversation and chat with the ticket's endpoint without leaving the ticket
- Run an Investigation through the familiar approval flow
- Add a private ticket note to keep findings with the support record
- If no endpoint is attached, select an eligible endpoint from the ticket's organization before starting work
Visibility & Reporting
- Resolution dashboard with Zendesk ticket metrics
- MTTR tracking per category
- Escalation analysis - see what the assistant could not resolve and why
- Cost savings per resolved ticket
How It Works
Connect your Zendesk account
Connect Zendesk with an API token. For conversations inside tickets, install the private GenticFlow app using the download in the integration settings, then enable Ticket Conversation.
Open an Endpoint Conversation from a ticket
Open the GenticFlow app in the sidebar of a synchronized Zendesk ticket and sign in when prompted. Chat with the attached endpoint, or select an eligible endpoint from the ticket's organization if none is attached. Run an Investigation through the familiar approval flow and add a private ticket note.
Choose which ticket types to hand over
Map Zendesk ticket forms to L1 categories.
GenticFlow classifies support issues, investigates the device where needed, proposes approved actions, and records the outcome
Tickets are triaged by issue type. Supported types are diagnosed with resolution proposed for approval. The rest are pre-investigated with diagnostics.
Resolution appears in Zendesk
Internal notes, status updates, and resolution details synced.
Keep Zendesk as the system of record.
Keep Zendesk as your ticket record where it fits. Bring tickets into the GenticFlow support workflow with endpoint context, investigations, and technician tools, then keep findings and notes with the case.