Zendesk + Kipwise Agent

How it works

Kipwise Agent is a Slack app. Zendesk is connected per person from inside Slack, so the agent only ever does what you could do yourself in Zendesk. Only Zendesk agents and admins can use it.

1. Install Kipwise Agent in Slack from kipwise.com/auth/agent/install.
2. Ask the agent something about Zendesk in any channel or DM, for example @Kipwise Agent which tickets from ada@example.com are still open?
3. Click “Connect Zendesk” in the agent’s reply, enter your Zendesk address (the acme in acme.zendesk.com), and approve the connection on Zendesk. The link is personal to you and expires in five minutes.
4. Done. The agent finishes your request straight away. Teammates connect their own Zendesk login the same way; nobody shares a token.

Availability

Zendesk has globalized Kipwise Agent’s OAuth client. The Marketplace listing has not yet been submitted: Kipwise is resolving the company and legal attestations required before review. Customers outside Kipwise will be able to connect after Zendesk reviews and approves the listing. Email support@kipwise.com for an update.

What you can ask

• Find tickets by words, by requester email, by status or by date, and read a ticket with its recent comments: “what is the latest on Acme’s refund ticket?”
• Look up a person by email address.
• Search your Help Center and read an article, so an answer can quote it: “what does our refund policy article say?”
• Add an internal note to a ticket. This is the default, and it needs no approval.
• Reply to the customer. The agent shows you the exact text first and sends it only after you say yes in the thread. If the text changes after your yes, nothing is sent and you are asked again.
• Mark a ticket solved. The agent never closes a ticket. Your own Zendesk triggers may still email the requester about the status change.
• Set up an automation, such as “whenever a new ticket is created, summarise it here”. Only a Zendesk admin can set one up, because Zendesk webhooks cover every ticket in the account. The agent creates one webhook named Kipwise Agent in your account the first time. It reads the ticket back before it acts.

The agent has no tool to delete, merge or reassign tickets. Every ticket in a reply links to the real ticket in Zendesk.

Guests in shared channels

People from another company in a shared Slack channel can search and read your public Help Center through the agent. That needs no Zendesk login and no credential, and it reaches nothing else in Zendesk. If the Help Center is not public, the agent says so.

Permissions and data

• The agent asks Zendesk to read your data and to write ticket data (notes, replies and solving) and webhook data (automations). Nothing else.
• Zendesk enforces your own role and permissions on every call. A ticket you cannot open in Zendesk, the agent cannot open either.
• Access tokens are stored encrypted and used only while answering your request or running an automation you set up.

Support

Questions or problems: support@kipwise.com or the Kipwise help center. See also our privacy policy and terms of service.