Turn Zendesk ticket chaos into clear WhatsApp alerts run by an AI agent
Zendesk is the most widely adopted customer support platform in the world, powering support desks at over 100,000 companies. The LunoGen Zendesk integration plugs your AI agent into the Zendesk Support API, letting it read tickets, update views, trigger macros, monitor SLAs, and report customer health signals — all from WhatsApp, without anyone logging into the Zendesk admin.
Support leads spend the first hour of every day scanning the queue — which tickets are new, which are about to breach SLA, which ones need escalation. Agents lose time categorizing, tagging, and routing. LunoGen watches the Zendesk stream in real time, triages incoming tickets with AI, warns you before SLAs breach, and pushes a daily summary of CSAT, volume, and backlog to WhatsApp — so you can manage a support team from your phone.
In your Zendesk admin center, go to Apps and integrations → APIs → Zendesk API and toggle 'Token access' to on.
Click 'Add API token', label it 'LunoGen Agent', and copy the generated token. You'll only see it once.
In LunoGen, go to Credentials → New → Zendesk. Enter your subdomain (mycompany.zendesk.com), admin email, and API token.
Copy the LunoGen webhook URL and create a Zendesk webhook pointing at it. Then add triggers for ticket.created, ticket.updated, and sla.breach_warning.
Tell the agent which Zendesk views (e.g. 'Unassigned', 'VIP Customers') should get cron-based threshold alerts in WhatsApp.
Every new Zendesk ticket triggers a webhook. The agent reads the subject, requester, and priority, and posts a clean summary to your support WhatsApp group in seconds.
New Zendesk ticket. Pulling requester and priority...
The agent watches every SLA policy on your Zendesk account and pings the assigned agent on WhatsApp 30 minutes before a ticket is about to miss its first-reply or resolution target.
Scanning active SLA policies across all open tickets...
When a new ticket lands, the agent reads the body, classifies the issue, applies Zendesk tags, sets priority, and routes it to the right group — before a human agent ever opens it.
Reading ticket body and checking requester history...
Every evening the agent pulls ticket volume, first reply time, resolution time, and CSAT from the Zendesk reporting API and delivers a clean daily dashboard to your WhatsApp.
Pulling today's support metrics...
The agent reads every incoming CSAT survey response, scores the sentiment, and posts the negatives to WhatsApp instantly — so you can win back unhappy customers before they churn.
Negative CSAT rating. Reading the comment and full ticket history...
When a ticket mentions cancellation, lawsuit, or an executive, the agent flags it, pings the on-call manager, and escalates the priority inside Zendesk automatically.
Got a minute? The Contoso ticket from this morning is heating up.
Checking ticket #38291 now...
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Spin up an AI agent in under 2 minutes, plug in your Zendesk credentials, and start running your workflows from WhatsApp.