Zendesk Integration

Flexivity AI adds AI-powered capabilities to your Zendesk helpdesk, including automatic ticket summaries, recommended resolutions based on your historical ticket data, AI-driven topic classification, and Help Center gap analysis with draft article authoring. This section walks you through the full setup process, from installing the marketplace app to configuring individual features.

What the Integration Does

Once set up, Flexivity AI works alongside your Zendesk instance to provide:

AI Ticket Summaries — When a ticket is created or updated, the system generates a concise summary of the issue, saving agents time when triaging and reviewing tickets.
Recommended Resolutions — Using retrieval-augmented generation (RAG) against your historical ticket data, the system suggests relevant past resolutions that may apply to the current ticket. Historical sync imports your existing solved-ticket archive so the AI knowledge base has full context from day one.
AI Classification — Automatically reads and writes to your existing Zendesk topic ticket field, either auto-assigning or surfacing ranked suggestions based on the AI’s confidence.
Feedback Analytics — Track how agents interact with AI suggestions, measure helpfulness ratings, and monitor adoption across your team.
KB Gap Analysis & Authoring — Analyzes resolved tickets to identify Help Center gaps, generates draft articles, and pushes them to your Zendesk Help Center as drafts for review and publish.

All AI processing happens in the Flexivity AI cloud. PII is scrubbed before any content is sent to LLM APIs or stored long-term.

How the Integration Connects

The Zendesk integration is fully cloud-to-cloud — everything runs over OAuth, REST, and webhooks directly between the Zendesk cloud and the Flexivity AI cloud. There is no plugin to install in your environment, no on-premise component, and no inbound firewall rules to configure on your side.


┌─────────────────┐   webhooks   ┌──────────────────┐
│   Zendesk       │─────────────>│  Flexivity AI    │
│   (your acct)   │              │  (api.flex...)   │
│                 │<─────────────│                  │
│                 │  REST + OAuth│                  │
└─────────────────┘              └──────────────────┘
        ^                                |
        |                                |
        |       installed via            |
        |    Zendesk Marketplace         |
        +────────────────────────────────+

The “Flexivity AI” marketplace app you install in Zendesk is a thin ZAF (Zendesk Apps Framework) widget that renders inside the Agent Workspace ticket sidebar. It does not do AI processing itself — it surfaces results from the Flexivity AI cloud and provides the feedback buttons agents click. All AI work happens server-side.

Prerequisites

Before you begin, confirm the following:

Requirement	Details
Zendesk edition	Zendesk Suite Team or higher. See Supported Platforms — Zendesk.
Modules	Zendesk Support AND Zendesk Help Center must both be enabled. See Supported Platforms — Zendesk.
Zendesk admin role	The person installing must have a Zendesk admin role on the account (required to install marketplace apps, grant OAuth scopes, and create webhooks).
Help Center publishing	The Zendesk user that authenticates during OAuth connect should have permission to create draft articles in the Help Center section you plan to use for KB Authoring drafts.
Topic ticket field	A Zendesk custom dropdown field that represents your topic taxonomy must exist (for AI Classification). It is fine to add this after install — Classification can be enabled later.
Network	No inbound firewall rules required. The Zendesk integration is cloud-to-cloud. See Supported Platforms — Network Requirements.
Flexivity AI account	An active account at app.flexivity.ai with the Zendesk product type provisioned

Setup Flow

The integration involves three main steps, each covered in its own guide:


1. Install from Marketplace   Install the "Flexivity AI" app from the Zendesk Marketplace
       │
       v
2. Connect to Cloud           Run the OAuth connect flow to link your Zendesk account to Flexivity
       │
       v
3. Configure Features         Enable AI summaries, recommendations, classification, KB analysis, and analytics

Install the marketplace app first, then run the connect flow from the Flexivity admin console. The order matters — clicking Connect Zendesk in the Flexivity admin console before the app is installed will surface a message asking you to go install the app first. The Zendesk-side app settings page has no “Connect” button; the OAuth grant is always initiated from app.flexivity.ai.

Once the marketplace app is installed:

Sign in to app.flexivity.ai . If you do not yet have a Flexivity AI account (for example, you have not yet signed up or been provisioned by Flexivity support), create one first — the connect flow runs from inside the admin console.
Open your Zendesk instance and click Connect Zendesk.
Zendesk redirects you back to Flexivity after you grant OAuth, leaving you with a connected instance ready for feature configuration.

Guides

Marketplace Installation — Install the Flexivity AI app from the Zendesk Marketplace.
Connecting Zendesk — Run the OAuth connect flow and verify the connection.
Feature Configuration — Enable and tune AI features for your Zendesk instance.
Integration Approach — Technical overview of how the cloud-to-cloud integration works.
Troubleshooting — Diagnose and resolve common setup and runtime issues.

User Guides — Zendesk — agent-facing documentation for the AI features.
Data Disclosures — Zendesk — what data Flexivity reads from and writes to Zendesk.