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Connect your Zendesk account to Roe AI to access customer support tickets, user information, and organization data during agent investigations.

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Use Cases

  • Fraud Investigation: Review customer support history and communication patterns
  • AML Investigation: Analyze customer interactions and support ticket content
  • Customer Context: Provide agents with customer support history for comprehensive analysis

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Prerequisites

Before connecting Zendesk to Roe AI, ensure you have:
  1. A Zendesk account with admin access
  2. API Token access enabled
  3. An API token generated for Roe AI

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Generate an API Token

1

Open Zendesk Admin Center

Log in to your Zendesk account and go to Admin Center
2

Navigate to API Settings

Go to Apps and integrations → APIs → Zendesk API
3

Enable Token Access

Ensure Token Access is enabled
4

Add API Token

Click Add API token, provide a description (e.g., “Roe AI Integration”), and click Copy to save the token
Store your API token securely. It’s only shown once when created. Roe AI encrypts and stores credentials in AWS Secrets Manager.

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Configure the Connection

Provide the following information to connect Zendesk:

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Configuration

FieldRequiredDescription
SubdomainYesYour Zendesk subdomain (e.g., mycompany for mycompany.zendesk.com)

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Authentication (Sensitive)

FieldRequiredDescription
EmailYesEmail address of a Zendesk admin user
API TokenYesAPI token generated from Admin Center

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Test the Connection

Click Test Connection to verify that Roe AI can successfully connect to your Zendesk instance. The test will:
  1. Authenticate using your credentials
  2. Verify access to the Zendesk API
  3. Fetch a sample of tickets to confirm connectivity

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Available Data

Once connected, agents can access the following Zendesk data:

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Tickets

  • Ticket details (subject, description, status, priority)
  • Ticket comments and conversation history
  • Custom field values
  • Tags and metadata

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Users

  • User profiles and contact information
  • User roles (end-user, agent, admin)
  • Organization membership

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Organizations

  • Organization details
  • Associated users and tickets
  • Full-text search across tickets, users, and organizations
  • Filter by status, priority, tags, and custom fields

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Using Zendesk as a Context Source

When configuring an agent to use Zendesk: 
{
  "connection_type": "zendesk",
  "name": "Customer Support History",
  "connection_id": "your-connection-uuid",
  "description": "Pull all support tickets for the customer"
}
FieldDescription
nameFriendly name for this data source
connection_idUUID of your Zendesk connection
descriptionDescribes what data to fetch—be specific about what the agent should look for

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Example Descriptions

  • "Pull all support tickets for this customer"
  • "Search for tickets mentioning fraud or suspicious activity"
  • "Get ticket history for the past 30 days"
  • "Find tickets with the 'escalated' tag"

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Agent Capabilities

When Zendesk is configured as a context source, agents can:
  • Search tickets: Find relevant tickets by customer, topic, or keywords
  • Read conversations: Access full ticket comment threads
  • Analyze patterns: Identify trends in support interactions
  • Cross-reference: Correlate support data with other investigation findings

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Security & Permissions

Read-Only Access

Roe AI only reads data from Zendesk—no tickets are created or modified

API Rate Limits

Zendesk API rate limits are respected automatically with cursor-based pagination

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Troubleshooting

Verify your email and API token are correct. Ensure Token Access is enabled in Admin Center → APIs → Zendesk API.
Check that your subdomain is correct. It should be just the subdomain portion (e.g., mycompany not mycompany.zendesk.com).
The API token may not have sufficient permissions. Ensure the user associated with the token has appropriate access rights.
If you encounter rate limits, wait a moment and try again. Roe AI automatically handles pagination to minimize API calls.