Every support team has already written the answer. It is in a ticket from four months ago, phrased by an agent who solved it properly, and it is effectively unfindable because tickets are searched by requester, status and date rather than by the problem described in them. So the same investigation happens again, at full cost. The Zendesk connector is part of askFinz Knowledge, which is still rolling out; here is what it will do, and what it will not.
Answer a ticket with the ticket that already solved it
Describe the problem in your own words and get the earlier ticket that matches it — including the reply that resolved it and the steps that did not work.
See what customers actually keep asking for
The pattern in a quarter of tickets is not in the tags; it is in the words customers used. Searching by meaning groups the complaints that describe the same problem in five different ways.
Keep the help centre honest
Ask what the documentation says and what tickets say about the same feature. Where those two disagree, you have found the article that needs rewriting.
What is read, and what is never sent
What crosses, and what stays in Zendesk
Read
ticket subjects, conversations, tags and help-centre articles from the brands you select.
Written back
nonenothing. No replies, comments, macros or status changes.
Stored
a searchable copy of that text, plus a link back to the ticket or article.
Never read
brands you did not select, and side conversations excluded at set-up.
What you will be granting
Read-only access through an agent account scoped to the brands and groups you choose — enough to read tickets, never enough to reply to one.
Setting it up
Planned — not available yetWhat connecting it will look like once the connector arrives.
- 01
Authorise Zendesk from Knowledge and choose the brands.
- 02
Decide what to include: tickets, help-centre articles, or both.
- 03
Choose how far back to read, and whether to exclude tickets tagged sensitive.
- 04
Set the refresh interval.
Limits, honestly
- One-way and read-only. Zendesk stays the place customers are answered.
- Answers reflect the last refresh, not the ticket updated a minute ago.
- Attachments, voice recordings and chat transcripts are out of scope for now.
- Personal data in tickets is read as written — exclude the tags you would not want quoted.