Zendesk AI

Connect Expert to Zendesk AI agents so they can resolve support tickets using your video knowledge base.

How it works

Zendesk AI agents call Expert via a Custom Action when a customer submits a ticket or asks a question. Expert returns structured video results that the agent uses to compose an answer with links to the relevant video content and timestamps.

Tickets answered with video evidence

A customer submits “How do I export reports?” The Zendesk AI agent calls Expert, gets matching video segments, and responds with a clear answer linking to the exact moment in your tutorial video.

Setup steps

Create an API key in Expert

Generate a new API key from your Expert dashboard. Keep it secure for the Zendesk configuration.

Configure a Custom Action in Zendesk Admin

In Zendesk Admin Center, navigate to AI agents > Custom Actions and create a new action.

Set the endpoint

Set the action URL to: https://expert.demobites.com/v2/search with method POST.

Configure auth

Add an Authorization header with value "Bearer YOUR_API_KEY" using your Expert API key.

Map the ticket or message to the query field

Map the customer's question or ticket subject to the "query" field in the request body. Set "limit" as needed.

Route based on results

Configure routing rules: use Expert results when confidence is high, escalate to a human agent when results_count is zero or confidence is low.

Tips

Use results_count for escalation

When Expert returns zero results, route the ticket to a human. This ensures customers always get help, even for topics you haven't recorded yet.

Check Intelligence for gaps

Expert's Intelligence tab shows zero-result queries. These are videos you should create to improve your Zendesk AI agent's coverage.