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Zendesk

Deploy an agent to Zendesk to draft internal notes or reply to tickets.

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SetupTriggersTicket creation triggerInternal comment triggerResponse settingsPrivate notes vs. public commentsGrounding — knowledge-base-only modeHiding annotationsDisconnecting

Zendesk is for support teams that work in tickets. The agent can post a private note that only your team sees, or reply to the customer directly, and can be restricted to answers it can ground in your knowledge base.

Setup#

  1. In the Runbear dashboard, open your agent and go to the Chatbots tab.
  2. Click Connect on the Zendesk tile and follow the authorization flow.
  3. Configure your triggers and response settings (see below).

Triggers#

Triggers define when the agent responds to tickets. You can enable one or both.

Ticket creation trigger#

When enabled, the agent automatically responds whenever a new ticket is created. You can narrow this with optional filters:

  • Tag filters — only trigger when the new ticket has specific tags.
  • Agent filters — only trigger when the ticket is assigned to specific agents.

You can also provide a custom prompt to override the default system instruction for this trigger (up to 1024 characters).

Internal comment trigger#

When enabled, the agent responds whenever an internal comment starting with a trigger word is added to a ticket. The default trigger word is @Runbear — for example, an agent writes an internal note starting with @Runbear summarize this ticket and the bot responds.

Response settings#

Private notes vs. public comments#

By default, the agent posts responses as private internal notes, visible only to your support team. To let the agent post customer-facing replies instead, enable Reply as public comment in the chatbot preferences.

Grounding — knowledge-base-only mode#

Enable Reply only with knowledge base to restrict the agent to answering only when it finds relevant information in your connected knowledge sources. When enabled, the agent will not respond if it cannot find supporting information — reducing the risk of hallucinated answers.

Hiding annotations#

Enable Hide annotations to remove source citations and knowledge-base references from the agent's responses. This produces more concise replies without attribution details.

Disconnecting#

In the Runbear dashboard, go to the Chatbots tab, click the more options menu on the Zendesk tile, and select Deactivate.