How to integrate and train the bot on Zendesk

Learn how you can integrate your Zendesk account with Threado and train the bot on conversations, tickets, etc.

Priyanshu Anand avatar
Written by Priyanshu Anand
Updated over a week ago

Being able to train your bot on support tickets and customer conversations will be a game-changer for your internal support and customer success teams.

There is a huge knowledge base that exists through support tickets and past customer-agent conversations on Zendesk. This will not only improve the bot's understanding of the product but will also lead to better query resolution by helping internal teams quickly search through queries and improve resolution time.

Training the bot on your Zendesk data

Navigate to the Train tab on the Bot dashboard.

Connect your Zendesk account by entering the account domain -

Doing so will redirect you to the Zendesk permission page.

πŸ“Œ Note: If you haven't signed into your Zendesk account, you will have to sign in first.

After you allow access, Threado will successfully integrate with your Zendesk account.

You can train the bot on 3 different sources of Zendesk data -

A. Help articles training

Once your Zendesk account has been successfully integrated, the bot will automatically get trained on all the help articles.

B. Support ticket training

The second way to train the bot on Zendesk data is by training it on support tickets. You can choose to train the bot on support tickets based on the following filters-

  • Created in - When was the ticket created.

  • Status - The status of the ticket.

  • Assignee - Who was the ticket assigned to.

  • Tags - What are the tags associated with the ticket.

Once you've completed training, you will get a confirmation saying that the training has been completed.

After being trained on support tickets, it will be able to answer questions based on the data available from tickets and customer conversations with agents.

πŸ“Œ Note: Every time a new ticket is raised that matches the chosen filter conditions, it is automatically synced and trained on in real-time, making sure the bot stays updated with latest information.

C. Macros training

Lastly, you the bot can be trained on canned responses in active macros. Simply click on 'Train' to start training the bot.

πŸ’‘ What's next - You can now test the bot to make sure that the answers are accurate before installing or making it available to the team. You can read this article to see more about testing and these ones to learn how you can install the bot.

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