Helpdesk & Support

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.

Integration

How Kelu works with Zendesk

Everything you can do once the integration is connected.

Zendesk Guide article ingestion

Kelu indexes your Zendesk Guide help-center articles — all sections and categories — and keeps them in sync automatically. AI answers in every surface cite the exact help-center article and section.

AI copilot reply drafts

When an agent opens a Zendesk ticket, Kelu retrieves the most relevant knowledge and generates a draft reply grounded in your indexed help-center articles. 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 matches trigger an automated suggested answer to the customer, deflecting the ticket before it is assigned.

Simulation mode

Run deflection simulations against historical Zendesk tickets to measure the expected deflection rate before enabling live automation.

Setup

How to set it up

In Kelu, go to Integrations > Helpdesk and add a Zendesk integration. Provide your Zendesk subdomain and API credentials.

Add your Zendesk Guide URL as a knowledge source in your Kelu knowledge base. Kelu indexes all help-center articles and keeps them in sync on a schedule.

Run a deflection simulation to calibrate confidence thresholds, then enable live automation for the agent copilot and ticket deflection.

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Zendesk — Frequently Asked Questions

Common questions about connecting Kelu to Zendesk.

Yes. Add your Zendesk Guide help-center URL as a source in Kelu. Kelu indexes all articles across all sections and categories, normalizes content to clean markdown, and syncs regularly 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 best matching answer exceeds your configured confidence threshold, Kelu sends the customer a suggested answer and optionally marks the ticket as pending deflection. Tickets with low confidence scores are routed to agents as usual.

Yes. Run a deflection simulation in Kelu against a sample of historical Zendesk tickets. The simulation shows the expected deflection rate, example answers, and confidence scores for each ticket — letting you calibrate thresholds before enabling live automation.

Yes. When configured, the Kelu copilot panel appears in the Zendesk agent view as soon as a ticket is opened. The draft reply is generated based on the ticket content and your knowledge base, ready for the agent to review, edit, and send.

You connect whichever Kelu sources you want: your Zendesk Guide articles, GitHub repositories, Notion, Confluence, or any other indexed knowledge source. The AI draws from all connected sources when generating reply drafts and evaluating deflection.

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