Connect Zendesk and Expertise can pull support context into your workflow: check a customer’s open tickets, catch renewal risk buried in a support thread, and update a ticket when you need to. Reads are instant; anything that changes a ticket pauses for your approval first.

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What you can ask

“Does Acme have any open support tickets right now?”
“Summarize the last few messages on ticket #4821.”
“Any customers with escalated tickets I should know about before this call?”
“Add a comment to that ticket saying we’re following up tomorrow.” (asks for approval before running)

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Connecting

  1. Open Connections in the dashboard and click Zendesk → Connect.
  2. Sign in and approve the requested access to your Zendesk account.
  3. Ask Expertise about a ticket to confirm it’s live.

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What’s covered

Expertise picks the right Zendesk action automatically based on what you ask for, looking up tickets, checking status and priority, reading conversation history, and adding comments or updates. There’s no fixed list of tools to browse; if a request needs an action Expertise hasn’t used before, it looks it up on the spot.

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Good to know

  • Tools are chosen per request, not pre-selected, you don’t need to know Zendesk’s internal terms, just describe what you want.
  • Every change pauses for your approval before it’s saved to Zendesk.
  • You can disconnect from the Connections page any time.