Zendesk
Engine64 can open a Zendesk ticket every time a conversation is escalated to a human. Each ticket carries the handoff reason, a link back to the Engine64 conversation, the recent transcript, and the sources the agent cited. The visitor becomes the ticket requester, deduplicated by email address, so a returning visitor lands on their existing Zendesk user.
This integration fires on the handoff_requested event only.
Setup
- In Zendesk, open Admin Center → Apps and integrations → APIs → Zendesk API, then enable Token access and click Add API token.
- Copy the generated token. Note the agent email that owns it — Zendesk’s
API-token auth is scoped to that agent — and your subdomain (the
acmeinacme.zendesk.com). - In Engine64, open the agent’s Webhooks page and find the Zendesk card.
- Enter your subdomain, the agent email, and the API token, then click Connect. Engine64 validates the credentials live against your Zendesk account, so a bad subdomain, email, or token is rejected on the spot.
- On the new row in the Configured Webhooks list, click Send test to open a sample ticket in Zendesk.
What lands on the ticket
| Handoff field | Ticket location |
|---|---|
| visitor name | requester name + subject |
| visitor email | requester email (deduplication key) |
| reason | comment body — “Handoff reason” |
| conversation URL | comment body — “Engine64 conversation” |
| transcript | comment body — ”--- Transcript ---“ |
| cited sources | comment body — ”--- Cited sources ---” |
Every ticket is tagged engine64 and handoff so you can route or filter on them
in Zendesk.
Notes
Today the only handoff trigger is a visitor submitting the lead form on an active conversation, which escalates it to a human. Intercom is a future option using the same pattern. Authentication uses Zendesk’s API-token scheme over HTTP Basic; the token is stored server-side and never exposed to the browser. The underlying event and payload shape are documented in the webhook envelope reference.