Deploying AI Escalation Manager: Installation in Zendesk

This article walks you through the process of installing the AI Escalation Manager to your Zendesk instance to enhance self-service with the SearchUnify Agentic Suite.

Prerequisites

• Admin access to your Zendesk instance.

• The CDN URL and AI Agent UID obtained from the Steps to Deploy instructions. Refer to the following screenshot to locate the said instructions.

  

Installation Steps

Step 1: Add a Webhook for Escalation Manager Agent

To enable the AI Escalation Manager in Zendesk, configure a webhook first. The webhook allows Zendesk to send data to SearchUnify when a comment is created on a ticket.

1. Log into your Zendesk instance and navigate to Zendesk Admin Center.

   

2. Navigate to Apps and integrations > Webhooks, and click on Webhooks.

   

3. Click Create webhook.

   

4. Select Zendesk events as Select a way to connect. In the next dropdown, select Ticket Events.

   

5. Subsequently select Comment created event type.

   

6. Click Next.

7. In the next step, add the following details:

   • Name: Enter a unique name for your webhook.

   • Description (Optional): Add a description for your webhook.

   • Endpoint URL: Enter the CDN URL provided in your Steps to Deploy instructions.

     

   • Authentication: Always select None.

   • Under the Headers section, click Add header.

     

     • In the Header name field, enter a unique name.

     • In the Header value field, enter your unique Agent UID given in the Steps to Deployment instructions.

       

8. Click Create Webhook to complete creating the webhook.

   The webhook is now added and will trigger the AI Escalation Manager when a new comment is posted.

9. Alternatively, you can use Test webhook to test the functionality of the webhook.