---
title: "Zendesk Integration"
description: "Use Zendesk in Omnifact: look up support tickets, summarize long customer conversations, and work on tickets without switching tools."
url: https://omnifact.ai/integrations/catalog/zendesk
locale: en
---

# Zendesk

Zendesk is customer service software that turns support requests from email, chat, phone, social media, and other channels into tickets. Support teams use it to manage and answer those tickets and to publish help center articles for customers.

With the Zendesk integration, support teams can look up a customer's tickets, read their full history, and get a short summary of a long conversation before replying or handing the ticket over. You can keep working on the ticket from Omnifact without switching to Zendesk. Users sign in with their own Zendesk account and only see and change the tickets they have access to in Zendesk.

**Provided by**

Zendesk

**Category**

[Sales & Service](https://omnifact.ai/integrations/catalog/sales)

**Access**

Users sign in with their own Zendesk account and only see resources they have access to.

**Connects to**

https://mcp.zendesk.com/mcp

**Product website**

[zendesk.com](https://www.zendesk.com)

## What you can do

- **Look up tickets**
  Find tickets by customer, topic, or status and see their details and conversation history.
- **Summarize a ticket**
  Get a short summary of a long customer conversation before you reply or hand the ticket over.
- **Work on tickets**
  Make updates to the tickets you are handling without switching back to Zendesk.

## Related integrations

[All integrations](https://omnifact.ai/integrations/catalog)

- [HubSpot](https://omnifact.ai/integrations/catalog/hubspot): A customer platform with CRM, marketing, sales, and service software.
- [SharePoint](https://omnifact.ai/integrations/catalog/sharepoint): Microsoft's platform for intranets, team sites, and document libraries, part of Microsoft 365.
- [OneDrive for Business](https://omnifact.ai/integrations/catalog/onedrive-business): Microsoft's file storage for work accounts, included in Microsoft 365 business plans.
- [Atlassian](https://omnifact.ai/integrations/catalog/atlassian): Issue tracking and project planning in Jira, and collaborative team documentation in Confluence.

## What to know before using Zendesk with Omnifact

Use cases, setup, and permissions when your team connects Zendesk to Omnifact.

### What can Omnifact do with Zendesk tickets?

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.

### Can Omnifact summarize a long Zendesk ticket?

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.

### Can Omnifact update Zendesk tickets?

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.

### Which Zendesk tickets can Omnifact see?

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.

### How does Omnifact handle Zendesk ticket data?

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.

### How do I connect Zendesk to Omnifact?

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.

## Ready to automate work across your tools with Omnifact?

Connect Zendesk and the other tools your team already uses, and let Omnifact look up information and take care of everyday tasks.

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