Connect Zendesk and Aide reads every brand's tickets, drafts its answers as internal notes for your team, and answers email tickets itself once you take a brand live. Your ticket fields and macros come with it: scenarios read and fill your Zendesk fields and run your Zendesk macros.
How it behaves
- Every brand is an inbox: each active Zendesk brand appears in Aide as an inbox. A brand you add in Zendesk shows up at the next sync (or Sync now); one you deactivate is switched off in Aide, with its settings kept.
- Starts in shadow: a new connection only watches. Aide decides and drafts what it would do and shows it in the integration's Activity, without writing anything to Zendesk, until you move a brand to test senders, a share of tickets or everyone.
- Drafts as internal notes: on a brand that isn't answering on its own, Aide writes its draft as an internal note on the ticket for your team. Its hand-off notes are internal notes too.
- Replies on email: with a brand live and "Send replies" on, Aide answers email tickets itself, as the agent you choose and from the brand's support address. On messaging, chat and SMS tickets it drafts for your team for now.
- One update per answer: Aide's note, tags, fields, assignment and status land in one ticket update, and its reply in a second, so your triggers see one change instead of many. If a teammate updates the ticket at the same moment, Aide re-reads it and tries again rather than overwriting them, and it never sends the same reply twice.
- After Aide replies: keep the ticket open, set it to pending, or solve it.
- Your ticket fields: Zendesk ticket fields appear in Aide as conversation fields. Scenario conditions read their values, and a value Aide collects from the customer is written back to the Zendesk field. They're edited in Zendesk; in Aide you can still set how Aide asks for one, and have Aide fill one by pattern instead of by AI, written back the same way.
- Your Zendesk macros: active macros are imported. A scenario or a teammate in Aide that runs one on a Zendesk ticket applies it as Zendesk would, in the same update as Aide's other changes. A macro that would reply to the customer only runs where Aide is allowed to send replies. They carry a "From Zendesk" badge in the macro list and open read-only: you change them in Zendesk.
- Groups, agents and tags: assignment to a Zendesk agent or group, and tags (new ones created as needed), go straight to the ticket.
- Live updates: Aide registers one signed webhook in your Zendesk when you connect, so it sees new tickets, comments, merges and deletions as they happen. It checks the webhook every hour and puts it back if it was deleted, deactivated or edited, and disconnecting removes it. If a delivery is missed, Aide catches up from Zendesk within minutes.
- Plans without ticket events: if your Zendesk plan doesn't offer webhook ticket events, Aide adds a webhook and a trigger, both named "Aide: ticket changes", that tell it whenever a ticket is created or updated, and works the same from there. It checks and repairs the trigger every hour like the webhook, and disconnecting removes both. The Zendesk status card says when your connection works this way. Once your plan offers ticket events, reconnecting switches to them.
- Moving from the previous Aide: the "Aide - Notification" trigger and webhook the previous Aide added to your Zendesk keep working while you move, now with Zendesk's signature checked, so there is nothing to change in Zendesk. Aide removes them once its own webhook has taken over.
- Merged, deleted and spam tickets: a ticket deleted in Zendesk is closed in Aide, one marked as spam moves to spam, and one merged into another continues as the ticket it was merged into.
- Staying connected: Aide's access renews itself. If Zendesk refuses it, the integration asks you to reconnect, and reconnecting the same subdomain keeps your settings.
- History: the last 90 days of tickets are imported when you connect, and Aide never answers them.
Also in this change
- Connecting Zendesk no longer adds an "Aide - Notification" trigger to your Zendesk account: the webhook receives ticket events directly (on plans without them, through Aide's own trigger), and it no longer carries your access token.
- Ticket events Zendesk fails to deliver to Aide now count toward the connection's health: after five failing hours in a row, admins are alerted that the connection is failing.