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How to Integrate Ordemio AI Agent with Zendesk Tickets

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Written by Dmitry
Updated over 4 months ago

1. Connect Zendesk Tickets in Ordemio

  1. Open your Ordemio Dashboard.

  2. Go to Integrations → Applications.

  3. Find Zendesk Tickets and click Connect.

  4. Enter your Zendesk subdomain in the provided field and click Connect.

  5. In the popup, enter your Zendesk domain and click Sign In.

  6. If prompted, log in to your Zendesk account.

  7. On the permissions screen, click Allow to authorize Ordemio.

2. Retrieve User & Organization Data

To allow Ordemio to access Zendesk User and Organization fields:

  1. Enable the toggle Retrieve user and organization data.

  2. In the field provided, enter comma-separated field keys you want to retrieve.

  3. You can find field keys in your Zendesk account:

    • User fields: https://<your_subdomain>.zendesk.com/admin/people/configuration/user_fields

    • Organization fields: https://<your_subdomain>.zendesk.com/admin/people/configuration/organization_fields

3. Autotagging & Spam Protection

  1. Enable the toggle Tag tickets.

  2. In the instructions field, define your tagging rules using this format:

    jsonCopyEdit"condition": "tag1", "tag2"

    Examples:

    • Adding seats or upgrading plan:
      ​"Adding seats or upgrading to a different plan": "subscription__upgrade", "ordemio_categorized"

    • Spam:
      ​"If the message is spam": "spam"

  3. (Optional) Define what counts as spam, for example:

    Consider as spam any non-support-related inquiries or issues not specific to COMPANY_NAME. This includes marketing offers, affiliate promotions, job applications, automated ticketing notifications, out-of-office replies, or unrelated personal messages.

  4. If the AI tags a ticket as spam, it will skip generating a reply for that ticket.

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