Zendesk

Omnifact finds and reads Zendesk tickets in plain language. Ask for all open tickets from one customer, the full history of a ticket, or recent tickets on a topic or status. Support agents prepare replies faster, and team leads spot recurring issues without building a report. Omnifact can also combine Zendesk with your other connected tools in the same request.

Yes. Omnifact reads the conversation history of a Zendesk ticket and gives you a short summary: what the customer asked, what has been tried, and what is still open. Support agents use this before replying, when a ticket moves to another team, or at the start of a shift, so nobody has to scroll through dozens of messages.

Yes. Omnifact can prepare the wording of a reply from the earlier conversation and update the tickets you work on, without switching to Zendesk. Every change waits for your confirmation in the chat by default, so you read it before it reaches the ticket. Admins decide which actions are allowed or need confirmation.

Exactly the tickets you can already open in Zendesk, based on your role and access there. Everyone signs in with their own Zendesk account, so Omnifact works with each person's own permissions and never through a shared admin account. Two colleagues with different Zendesk roles therefore get different results from the same question.

Your Zendesk content stays in Zendesk under your agreement with Zendesk. Omnifact reads tickets live when a request needs them, instead of copying or indexing your help desk in advance, and what it reads becomes part of that conversation. Omnifact is operated in Germany, business data is not used to train the connected AI models, and admins can limit Omnifact to European or Europe-hosted models.

An Omnifact admin adds Zendesk once for the whole organization, and everyone then signs in with their own Zendesk account the first time they use it. There is nothing to prepare in Zendesk, and anyone can disconnect their account again at any time.