Integration · Customer support

Zendesk AI agents for ticket triage and replies

Brainwrite connects Zendesk to your AI agents so they can search tickets, read full conversations, tag and update tickets, and draft replies using your macros. A bot can sort the morning queue by urgency and prepare an answer for each ticket. Sending a reply to a customer waits for an approval card unless you've allowed it.

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Brainwrite · Zendesk

Read the new Zendesk tickets from the last 12 hours, tag each by topic, and draft a reply for anything about billing. Don't send anything until I approve it.

You connect Zendesk once. Your Chief of Staff puts a bot on it.

Search tickets, users, and organisations
Read a ticket's comments and full conversation log
Reply to a ticket (waits for an approval card unless you've allowed it)Waits for you
Update tickets in bulk: status, tags, priority, and assigneeWaits for you
Merge duplicate ticketsWaits for you

An illustrated example. Actions that change something wait for your approval in Ask mode.

In Zendesk

What your bots can do in Zendesk.

Search tickets, users, and organisations
Read a ticket's comments and full conversation log
Reply to a ticket (waits for an approval card unless you've allowed it)
Update tickets in bulk: status, tags, priority, and assignee
Merge duplicate tickets
Search macros and preview a macro on a ticket
Read ticket metrics such as reply and resolution times

Ask your team · Zendesk

Read the new Zendesk tickets from the last 12 hours, tag each by topic, and draft a reply for anything about billing. Don't send anything until I approve it.

Chief of Staff

Morning queue triage
Reply drafts
Duplicate clean-up

Changes in Zendesk wait for your approval in Ask mode

Jobs

Jobs your team does with Zendesk.

Morning queue triage

A routine reads new tickets, tags them by topic and urgency, and lists the ones that need a person first.

Reply drafts

A bot reads the full conversation, checks matching macros, and drafts a reply for the agent to approve or edit.

Duplicate clean-up

A bot finds tickets from the same requester about the same problem and proposes merges for you to confirm.

Set up

How to connect Zendesk.

01
Open Connected apps
In Brainwrite, choose Connected apps in the sidebar. The official app sets up the connection service for you; there's no key to paste.
02
Search for Zendesk
Find Zendesk and choose Connect. You can add more than one account later and label each, such as work or a client.
03
Sign in in your browser
Finish Zendesk's own sign-in in your normal browser. The access token stays with the connection service and never enters a bot's prompt.
04
Choose which bots get it
In each bot's settings, give it all tools, an exact list, or none. Imported bots start with none, so nothing reaches your account by surprise.

The Apps catalog: Slack, GitHub, Gmail, Google Calendar, Sheets, Docs, Drive, Notion, Linear, Sentry, PostHog and Discord, each with Connect.

Put it to work

Use cases with Zendesk.

FAQ

Brainwrite and Zendesk: questions

How do I connect Zendesk to Brainwrite?

Open Connected apps, search for Zendesk, and choose Connect. Zendesk's authorization opens in your browser; sign in and approve. Back in Brainwrite, ask a bot with Zendesk tools to list recent tickets. The token stays with Composio and never enters a prompt.

Can a bot draft Zendesk replies without being able to send them?

Yes. In the bot's settings under Connected apps, set Zendesk to an exact list of read, search, and macro tools, and leave out the reply and update tools. The bot then writes its draft in the Brainwrite thread and your agent pastes or edits it in Zendesk.

Does a bot learn from our past Zendesk tickets?

A bot reads the tickets and macros it searches for during a task. Anything worth keeping, like your refund policy wording, can go into its memory, which is plain text you can read, edit, and delete. There is no hidden training on your tickets.

Customer support