Zendesk
Index Zendesk Guide articles and automate Zendesk Support with AI
What is Zendesk?
Zendesk is the leading customer service platform used by thousands of support teams to manage tickets, live chat, and customer communications. Kelu integrates with Zendesk in two ways: as an ingestion source that indexes your Zendesk Guide help-center articles into a searchable knowledge base, and as a support automation layer that drafts replies, deflects tickets, and auto-triages your queue.
How Kelu works with Zendesk
Everything you can do once the integration is connected.
Zendesk Guide article ingestion
Kelu indexes your published Zendesk Guide help-center articles (en-us locale) and re-syncs them every 10 minutes. AI answers in every surface cite the exact help-center article and section.
AI copilot reply drafts
With agent assist, a sidebar beside each Zendesk ticket drafts a reply grounded in your knowledge base. In Draft only mode, confident answers are also filed as internal notes. The agent reviews, edits, and sends — cutting average handle time significantly.
Confidence-gated ticket deflection
Incoming tickets are scored against your knowledge base. High-confidence answers go to the customer as a public reply with links to their sources. Below your threshold, nothing is posted and the ticket gets an escalation tag for your team.
Simulation mode
Run deflection simulations against historical Zendesk tickets to measure the expected deflection rate before enabling live automation.
How to set it up
- 1
In Kelu, go to Integrations > Helpdesk automation and add Zendesk. Enter your Zendesk subdomain, then click Connect Zendesk and approve in Zendesk.
- 2
Add a Zendesk Help Center source with your subdomain in your Kelu knowledge base. Kelu indexes your published help-center articles and re-syncs them every 10 minutes.
- 3
Run a simulation to calibrate the confidence threshold, pick the Zendesk groups Kelu may answer in, then enable live automation. Add agent assist under Integrations > Helpdesk agent assist.
Related integrations
Freshdesk
Surface AI reply drafts and automate ticket deflection in Freshdesk with Kelu's confidence-gated automation.
Front
Add AI-assisted reply drafting and knowledge retrieval to Front shared inboxes.
Jira Service Management
Index resolved service desk requests, with the replies that resolved them, and Jira project issues with their comments, so answers can cite how your team solved it before.
Got questions?
Zendesk — Frequently Asked Questions
Common questions about connecting Kelu to Zendesk.
Yes. Add a Zendesk Help Center source with your subdomain (leave the Help Center URL blank). Kelu indexes your published en-us articles, normalizes content to clean markdown, and re-syncs every 10 minutes to reflect updates. AI answers across all channels cite the exact help-center article.
When a new ticket arrives, Kelu scores it against your knowledge base using hybrid vector and full-text search. If the answer clears your configured confidence threshold, Kelu posts it as a public reply and tags the ticket kelu-answered, without closing it. Below the threshold, nothing is posted and the ticket gets the escalation tag for your agents.
Yes. Run a simulation in Kelu against your most recent resolved Zendesk tickets (up to 100 per run). Each row shows Kelu's draft answer beside the agent's reply, with its confidence score — letting you calibrate thresholds before enabling live automation. Nothing is posted to Zendesk.
Yes. Add agent assist under Integrations > Helpdesk agent assist, and a sidebar beside each Zendesk ticket drafts replies for your agents from your knowledge base, ready to review, edit, and send.
Replies use the Public documents of the knowledge base you pick for the integration: your Zendesk Guide articles, GitHub repositories, Notion, Confluence, or any other indexed knowledge source in it. Restricted documents are never used, because a reply goes to a customer.
Ready to connect Zendesk?
Start free, no credit card required. Connecting Zendesk needs the Pro plan, which comes with a 14-day free trial.