Zendesk App

Integrate Twig AI directly into your Zendesk Support interface for instant AI-powered assistance.

Overview

The Twig AI Zendesk app provides:

• AI suggestions in ticket sidebar

• Quick answers to customer questions

• Knowledge base search

• Similar ticket lookup

• Response drafting assistance

Installation

From Zendesk Marketplace

1. Go to Zendesk Admin → Apps and integrations

2. Click Zendesk Marketplace

3. Search for "Twig AI"

4. Click Install

5. Follow configuration wizard

Manual Installation

1. Download app from marketplace.twig.so/zendesk

2. Zendesk Admin → Apps → Manage → Upload private app

3. Upload ZIP file

4. Configure settings

Configuration

Initial Setup

After installation:

1. Authentication

   • Enter your Twig AI API key

   • Available at: Settings → API Keys in Twig AI

2. Agent Selection

   • Choose which AI agent to use

   • Recommend: Create dedicated "Zendesk Support" agent

3. Display Settings

   • Enable/disable sidebar

   • Configure auto-suggestions

   • Set response confidence threshold

Settings

{
  "apiKey": "sk_live_...",
  "agentId": "agent-123",
  "features": {
    "aiSuggestions": true,
    "similarTickets": true,
    "knowledgeBase": true,
    "draftResponses": true
  },
  "confidence": {
    "minimumThreshold": 0.75,
    "showLowConfidence": false
  },
  "branding": {
    "showTwigBranding": true,
    "customLabel": "AI Assistant"
  }
}

Features

AI Suggestions

Automatic suggestions appear when:

• New ticket created

• Ticket assigned to agent

• Ticket content updated

Suggestion shows:

• Recommended response

• Confidence score

• Source citations

• Similar tickets

Knowledge Base Search

Search your knowledge base:

1. Open ticket

2. Click "Search KB" in sidebar

3. Enter query or use ticket subject

4. View relevant articles

5. Insert into response

Similar Tickets

Find related tickets:

• Automatically suggests similar resolved tickets

• Shows resolution and response time

• Links to full ticket

Draft Responses

Generate response drafts:

1. Open ticket

2. Review AI suggestion

3. Click "Insert into response"

4. Edit and personalize

5. Send to customer

Using the App

Ticket Sidebar

Location: Right sidebar in ticket view

Sections:

╔════════════════════╗
║ 🤖 AI Assistant    ║
╠════════════════════╣
║ Suggested Response ║
║ ✓ High confidence  ║
║ 📄 3 sources       ║
║ [Insert]  [Edit]   ║
╠════════════════════╣
║ Knowledge Base     ║
║ • Article 1        ║
║ • Article 2        ║
║ [View All]         ║
╠════════════════════╣
║ Similar Tickets    ║
║ #12345 - Resolved  ║
║ #12298 - Resolved  ║
║ [View More]        ║
╚════════════════════╝

Keyboard Shortcuts

Shortcut	Action
Alt + A	Open AI suggestions
Alt + K	Search knowledge base
Alt + S	Find similar tickets
Alt + I	Insert suggestion

Quick Actions

From ticket view:

• Summarize: Get ticket summary

• Translate: Translate customer message

• Classify: Auto-categorize ticket

• Prioritize: Suggest priority level

Workflows

New Ticket Workflow

1. Ticket arrives
     ↓
2. App analyzes content
     ↓
3. Searches knowledge base
     ↓
4. Finds similar tickets
     ↓
5. Generates suggestion
     ↓
6. Agent reviews & sends

Agent Review Process

1. Agent opens ticket
2. Reviews AI suggestion (sidebar)
3. Checks confidence score
4. Verifies sources
5. Personalizes response
6. Sends to customer
7. Provides feedback (👍 👎)

Data & Privacy

What Data is Sent

To Twig AI:

• Ticket subject and description

• Customer message content

• Ticket tags and custom fields

• Agent notes (if enabled)

NOT sent:

• Customer PII (unless in message)

• Payment information

• Private internal notes

• Attachments (unless enabled)

Data Retention

• Queries stored for 90 days (default)

• Can be configured in Twig AI settings

• Subject to Zendesk data policy

Compliance

• GDPR compliant

• SOC 2 certified

• HIPAA available (Enterprise)

• Data processing agreement available

Analytics

Performance Metrics

Track in Twig AI Analytics:

Zendesk Integration Performance:
├─ Tickets Analyzed: 1,234
├─ Suggestions Used: 892 (72%)
├─ Avg Time Saved: 3.2 minutes/ticket
├─ Customer Satisfaction: 4.6/5
└─ Agent Satisfaction: 4.4/5

ROI Calculation

Monthly Tickets: 1,000
Suggestions Used: 750 (75%)
Time Saved per Ticket: 3 minutes

Total Time Saved: 2,250 minutes (37.5 hours)
Cost Savings: 37.5 hours × $25/hour = $937.50

ROI: $937.50 / $99 (Twig cost) = 9.5x

Best Practices

1. Train Your Agent

✅ Add Zendesk KB to data sources ✅ Include resolved ticket examples ✅ Use historical ticket data ✅ Keep documentation updated ❌ Don't use generic agent

2. Review Before Sending

✅ Always review AI suggestions ✅ Personalize responses ✅ Verify accuracy ✅ Add human touch ❌ Don't send verbatim

3. Provide Feedback

✅ Rate suggestions (👍 👎) ✅ Report issues ✅ Share successes ❌ Don't ignore bad suggestions

4. Monitor Performance

✅ Track usage metrics ✅ Review accuracy ✅ Measure time saved ✅ Survey agent satisfaction ❌ Don't set and forget

Troubleshooting

App Not Loading

Check:

1. App installed and enabled

2. API key valid

3. Agent ID correct

4. Zendesk permissions granted

No Suggestions Appearing

Check:

1. Feature enabled in settings

2. Confidence threshold not too high

3. Agent has sufficient training data

4. Ticket content has enough context

Suggestions Are Inaccurate

Solutions:

1. Lower confidence threshold

2. Improve agent training data

3. Add more KB articles

4. Review agent instructions

5. Provide feedback on suggestions

API Errors

Check:

1. API key not expired

2. Rate limits not exceeded

3. Network connectivity

4. Twig AI service status

Support

Getting Help

• Documentation: help.twig.so/zendesk

• Email Support: [email protected]

• Live Chat: Available in Twig AI app

• Zendesk Forum: Community support

Reporting Issues

Include:

• Twig AI organization ID

• Zendesk subdomain

• Error messages

• Screenshots

• Steps to reproduce

Updating

Automatic Updates

• App updates automatically

• Notified of major changes

• No downtime during updates

Manual Updates

If auto-update disabled:

1. Zendesk Admin → Apps

2. Find Twig AI app

3. Click Update Available

4. Review changelog

5. Click Update

Uninstalling

To remove the app:

1. Zendesk Admin → Apps and integrations

2. Find Twig AI

3. Click gear icon → Uninstall

4. Confirm removal

5. Data remains in Twig AI (optionally delete)

Alternatives

If Zendesk app doesn't meet your needs:

• Browser Extension: Use Twig AI browser extension in Zendesk

• API Integration: Build custom integration

• Embeddable Widget: Add widget to Help Center

Next Steps

• HelpScout App - HelpScout integration

• Browser Extension - Desktop assistant

• Embeddable Widget - Website integration

• REST API - Custom integrations