Zendesk App

AI-powered suggestions in Zendesk ticket sidebar.

Overview

Features:

• Auto-suggested responses (sidebar appears on ticket open)
• KB article search (within Twig data sources)
• Similar ticket lookup (semantic similarity)
• Draft insertion (click to insert in response field)
• Confidence scoring (0-1, threshold configurable)

Plan requirement: Pro or Enterprise
Zendesk requirement: Professional plan or higher (sidebar API access)

Installation

From Zendesk Marketplace

1. Zendesk Admin → Apps and integrations → Marketplace
2. Search "Twig AI"
3. Click Install button
4. Enter configuration:
   • Twig API Key: Get from Settings → API Keys in Twig
   • Agent ID: Get from Agents list in Twig
5. Click Install

Expected result: App appears in ticket sidebar

Installation time: ~2 minutes

Verify Installation

1. Open any ticket in Zendesk
2. Check right sidebar for "Twig AI" section
3. Should show "Ready" status
4. Click Get Suggestion to test

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: support@twig.so
• 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

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Agent Instructions: Querying This Documentation

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Perform an HTTP GET request on the current page URL with the ask query parameter:

GET /dev/product/plugins/zendesk-app.md?ask=<question>

The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.