Zendesk

Monitor Zendesk for SLA breaches, high-priority tickets, unassigned tickets, and escalations. Keep your support queue under control and never miss an urgent ticket.

Quick Setup

1. Log in to your Zendesk Admin panel
2. Go to Apps and integrations → Zendesk API
3. Enable Token access if not already enabled
4. Click Add API token → name it "Phyllax" → copy the token
5. Note your subdomain — if your Zendesk URL is yourcompany.zendesk.com, the subdomain is yourcompany
6. In Phyllax → Integrations → Zendesk → Connect → enter your subdomain, agent email, and API token

Required Credentials

Field	Where to find it
Subdomain	The first part of your Zendesk URL (e.g. yourcompany from yourcompany.zendesk.com)
Email	Your Zendesk agent email address
API Token	Zendesk Admin → Apps & Integrations → Zendesk API → Add API token

What Phyllax Monitors

Schedule	What it checks
Overdue / SLA breach	Tickets that have breached SLA and oldest unresponded tickets
High priority tickets	Open tickets with urgent or high priority
Unassigned tickets	Open tickets with no assignee
New escalations	Recently escalated or newly urgent tickets
Ticket backlog summary	Total open, overdue, unassigned count and the oldest waiting ticket

Notification Actions

When Zendesk finds something important, the notification card shows:

• Reply to customer — AI drafts a support response you can edit before sending
• Mark solved — close the ticket
• Assign — assign the ticket to yourself or a team member
• Escalate — escalate the ticket to a higher tier
• Add note — add an internal note to the ticket
• Open ticket — open the ticket in Zendesk

All action chips that involve writing (Reply to customer, Add note, etc.) open the AI draft panel — AI generates a suggested response that you can edit before posting.

Troubleshooting

"401 Unauthorized" error

Zendesk API authentication uses email/token format. Make sure your email is your agent email and the API token is correct. In Zendesk Admin, verify that Token access is enabled under Zendesk API settings.

"Couldn't authenticate you" error

Your email must be for an active Zendesk agent account (not an end-user). The API token inherits the permissions of the agent account.

SLA breaches not detected

SLA policies must be configured in Zendesk Admin → Business rules → Service level agreements. If no SLA policies exist, the SLA breach schedule won't find any tickets.