Set Up Zendesk

Zendesk setup works best when done in order. Most issues come from webhook and trigger setup, not from AI configuration.

Before You Start

Confirm:

1. Zendesk admin access.
2. Access to Overview -> Channels -> Zendesk.
3. At least one escalation route for sensitive cases.

Setup Steps

1. Connect OAuth in Overview -> Channels -> Zendesk.
2. Copy the Jardine webhook URL.
3. Create a webhook in Zendesk.
4. Add ticket triggers that send customer public comments to that webhook.
5. Copy the signing secret from Zendesk into Jardine.
6. Run test cases: routine, unclear, and sensitive.

Trigger Setup Reference

For exact trigger setup, follow the Zendesk trigger section in Quick Start.

How To Know It Is Working

You should see correct Zendesk threads in Conversations, with expected escalation behavior.

If Something Is Off

Connected but no inbound events

Check webhook URL, trigger status, and signing secret.

Inbound works but handling is wrong

Check knowledge and routing first.

Some events are missing

Check trigger conditions and delivery logs.

Next Step

Continue with Tags and Rules.