Assembled AI supports a suite of features on Zendesk, ranging from being at your agent's finger tips in the Zendesk App side panel to integrating Assembled AI to your Helpcenter knowledge base.

Connecting to Zendesk support

You can connect Assembled AI to Zendesk support via the existing WFM Zendesk integration. For more information on how to connect, read here.

Enabling automations

As a pre-req to getting setup on automations, you'll need to upgrade your Zendesk permissions. The reason is that Assembled AI needs permissions to write data back into your Zendesk instance, for things like having Cal post internal / external replies on tickets. Assembled AI also needs those permissions to setup automated triggers and webhooks so Cal can generate auto drafts once a ticket comes in. 

To upgrade your permissions, you’ll need to:

1. Go to https://cal.assembledhq.com/settings/integrations
2. In the integrations page, you should see an Upgrade permissions button in the Zendesk card. Click on that to enable Write permissions.

Connecting to Zendesk help center

Assembled AI can leverage your Zendesk helpcenter articles when drafting replies for your agents. To connect to the Zendesk helpcenter, go to the integrations settings directory, and on the Zendesk card, click on "Assist: Connect to help center". If you don't see the button, you might have already connected Assembled AI to you help center.

Configuring Assembled AI with your help center

There's a few ways you can configure Assembled AI with your help center. When syncing articles, Assembled AI can automatically infer document tags from the helpcenter article, and apply tags to the article. Tagging an article will help Assembled AI better retrieve and organize documents. 

To configure this, in your Zendesk integration card, you'll see the option to set which "Fields to tag":

If you have "Assist: auto tag articles" enabled, Assembled AI will automatically apply tags to the document based on the selected fields within the Assembled AI platform only. These tags will not impact any tags within Zendesk.