> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roe-ai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk Connector

> Connect Zendesk to Roe AI for customer support data

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

## 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

## 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

## Generate an API Token

<Steps>
  <Step title="Open Zendesk Admin Center">
    Log in to your Zendesk account and go to **Admin Center**
  </Step>

  <Step title="Navigate to API Settings">
    Go to **Apps and integrations → APIs → Zendesk API**
  </Step>

  <Step title="Enable Token Access">
    Ensure **Token Access** is enabled
  </Step>

  <Step title="Add API Token">
    Click **Add API token**, provide a description (e.g., "Roe AI Integration"), and click **Copy** to save the token
  </Step>
</Steps>

<Warning>
  Store your API token securely. It's only shown once when created. Roe AI encrypts and stores credentials in AWS Secrets Manager.
</Warning>

## Configure the Connection

Provide the following information to connect Zendesk:

### Configuration

| Field         | Required | Description                                                            |
| ------------- | -------- | ---------------------------------------------------------------------- |
| **Subdomain** | Yes      | Your Zendesk subdomain (e.g., `mycompany` for `mycompany.zendesk.com`) |

### Authentication (Sensitive)

| Field         | Required | Description                           |
| ------------- | -------- | ------------------------------------- |
| **Email**     | Yes      | Email address of a Zendesk admin user |
| **API Token** | Yes      | API token generated from Admin Center |

## 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

## Available Data

Once connected, agents can access the following Zendesk data:

### Tickets

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

### Users

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

### Organizations

* Organization details
* Associated users and tickets

### Search

* Full-text search across tickets, users, and organizations
* Filter by status, priority, tags, and custom fields

## Using Zendesk as a Context Source

When configuring an agent to use Zendesk:

```json theme={null}
{
  "connection_type": "zendesk",
  "name": "Customer Support History",
  "connection_id": "your-connection-uuid",
  "description": "Pull all support tickets for the customer"
}
```

| Field           | Description                                                                   |
| --------------- | ----------------------------------------------------------------------------- |
| `name`          | Friendly name for this data source                                            |
| `connection_id` | UUID of your Zendesk connection                                               |
| `description`   | Describes what data to fetch—be specific about what the agent should look for |

### 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"`

## 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

## Security & Permissions

<CardGroup cols={2}>
  <Card title="Read-Only Access" icon="eye">
    Roe AI only reads data from Zendesk—no tickets are created or modified
  </Card>

  <Card title="API Rate Limits" icon="gauge">
    Zendesk API rate limits are respected automatically with cursor-based pagination
  </Card>
</CardGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Authentication failed">
    Verify your email and API token are correct. Ensure Token Access is enabled in Admin Center → APIs → Zendesk API.
  </Accordion>

  <Accordion title="Subdomain not found">
    Check that your subdomain is correct. It should be just the subdomain portion (e.g., `mycompany` not `mycompany.zendesk.com`).
  </Accordion>

  <Accordion title="Access forbidden">
    The API token may not have sufficient permissions. Ensure the user associated with the token has appropriate access rights.
  </Accordion>

  <Accordion title="Rate limit exceeded">
    If you encounter rate limits, wait a moment and try again. Roe AI automatically handles pagination to minimize API calls.
  </Accordion>
</AccordionGroup>