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Zendesk lets the assistant read a new ticket and post a reply to the requester. The thread stays in History.

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When to use it

Use it when the help desk is Zendesk and the first public reply should come from an assistant, with the same instructions and tools as your other channels.

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What the assistant hears

The assistant reads the new ticket and can reply to the requester. Famulor receives new items from the provider as they arrive. You do not copy a webhook URL into the provider.

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Where you sign in

You do not paste a bot token or an app secret. Famulor opens the provider’s own sign-in. Use the account that owns the mailbox, the page, or the help desk. Sign in to the Zendesk account that owns the tickets, at zendesk.com, when Famulor opens that screen.

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Connect it in Famulor

Turn on Beta Features under Settings → Workspace. The card stays hidden until that switch is on. Your plan still has to include the channel. Open Settings → Channels, choose the card, enter a display name and pick an assistant. The form says you will be redirected to sign in and grant access. Choose Connect Zendesk. Approve the account that should own the inbox, page, or help desk, then return to Famulor. The shared conversation settings — response delay (default 5 seconds) and inactivity timeout (default 30 minutes) — are described on the messaging channels page.

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What you can turn on

Extra actions stay off until you enable them. One adds tags or sets priority (low, normal, high, urgent) and does not resolve or close the ticket. The other searches related tickets for the same requester.

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History

Open History and filter by Zendesk. The thread, the assistant reply and any analysis appear there. You can pause the assistant and answer manually.