Zendesk

Connect Zendesk to surface support tickets, customer interactions, and SLA data in Cortex.

Overview

How to connect

1. Navigate to Settings → Integrations → Connectors
2. Click Connect on the Zendesk integration
3. Enter your Zendesk subdomain, email, and API token
4. Once configured, support ticket data becomes available to Cendriix agents

Getting your API token

1. Log in to your Zendesk Admin Center
2. Go to Apps and Integrations → Zendesk API → Zendesk API Settings
3. Enable Token Access if not already enabled
4. Click Add API Token
5. Give it a description (e.g., “Cendriix Integration”)
6. Copy the token and paste it in the Cendriix setup wizard

Authentication uses: {email}/token:{api_token} as HTTP Basic Auth.

Capabilities

Once connected, Cendriix agents can:

• Read support tickets and their conversations
• Access customer and organization profiles
• View SLA policies and their compliance status
• Reference support context when generating responses or triaging issues

Security notes

• API tokens inherit the permissions of the associated email address
• For least-privilege access, create a dedicated agent account with restricted roles
• Tokens are stored encrypted in AWS Secrets Manager
• Disconnect at any time from Settings → Integrations → Connectors

Further reading

• Zendesk API Authentication 
• Zendesk Ticketing API