Working in Zendesk through Claude or ChatGPT

Search tickets and users, read whole conversations, count and break down tickets, and change tickets, users and Zendesk's own settings. Every change is shown to you first and happens only when you say yes.

Once your Zendesk account is connected to Retrixus, you can ask about it in your own words, and ask for changes the same way.

Finding and reading

• "Find open tickets from US Phone Book customers about cancelling."
• "Show me ticket 48213, the whole conversation."
• "Who is the customer jordan.ellis@example.com in Zendesk, and what are their tickets?"
• "List our active triggers that send email."

Searches report the exact total, even when only the first few results are shown.

Counting and breaking down

• "How many tickets came in yesterday, by brand and by channel?"
• "What share of this week's tickets are tagged refund?"
• "Break down solved tickets by our Use case field."

For questions like these, Retrixus reads every ticket created or updated in the time you ask about, up to the last 7 days, straight from Zendesk. Your own custom ticket fields are columns you can break down by. There's no 1,000-ticket limit.

Making changes

You can ask Claude or ChatGPT to:

• update a ticket: status, priority, assignee or group, tags, your custom fields, or a reply or internal note;
• create a ticket;
• update a customer's details, or merge two duplicate customers;
• create, change or delete a trigger, automation, macro, view, field, form, group or webhook.

Nothing changes until you say yes. Every change happens in two steps:

1. Retrixus shows exactly what would change, field by field: what is there now and what it would become, and the exact words of any reply a customer would see.
2. Only when you say yes does it make the change, exactly as shown. If someone else changed the ticket in between, nothing is written, and you get a fresh preview to approve.

Some extra protections apply:

• Tags are added or removed, never replaced. A ticket's other tags stay.
• A reply to the customer must say what happens to the ticket next (pending, solved and so on), so it doesn't sit open by accident.
• Before a setting is changed or deleted, Retrixus saves a copy of it as it was, and gives you the link.
• New triggers and automations start switched off unless you ask for them on.
• Merging customers can't be undone, and the preview says so.

Every change is recorded in your organisation's audit log, and in Zendesk, as the person who made it.

Changes are made as you

Reading and analysing use your organisation's connection. Changes are made as you: the first time you change something in Zendesk through Retrixus, you are asked to connect your own Zendesk sign-in, once. After that, Zendesk records you as the person who made each change, and Zendesk's own permissions for you apply: if your Zendesk role can't do something, neither can Retrixus on your behalf.

You can see and disconnect your Zendesk sign-in in the portal, under Admin, Connections.

Connecting Zendesk

An administrator connects each Zendesk account in the portal, under Admin, Connections. Retrixus uses an OAuth client that you create in Zendesk's Admin Center:

1. In Zendesk, go to Apps and integrations, APIs, OAuth Clients, and add one.
2. Make it Confidential.
3. Under Redirect URLs, add https://api.retrixus.com/zendesk/callback. Each person's own sign-in returns there.
4. Create it while signed in as a Zendesk admin. Reading and analysis run as that user; the export of all tickets needs an admin.
5. Copy the secret, which is shown once, into Retrixus.

For changes, the client must allow the write scope. A read-only client still answers questions, and Retrixus will say so if asked to change something.