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Kipwise Agent

Work your tickets and Help Center from Slack, with links back to every ticket

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Développeur

Kipwise Inc.

About this app

Kipwise builds knowledge software for teams. Kipwise Agent is our Slack assistant: mention it in a thread and it works as you, with your permissions.

Once you connect your own Zendesk account, you can ask it in Slack to find tickets, read a ticket with its recent comments, look up a person by email, search your Help Center and read an article, add an internal note, send a reply to the customer, or mark a ticket solved. Every ticket or article in its answer is a named link back to Zendesk.

Nothing changes unless you asked for it in that message. An internal note is the default. A reply the customer will see is never sent straight away: the agent shows you the exact wording first and sends it only after you approve it in the thread. It never deletes, merges, reassigns or closes tickets.

Zendesk data we access, and why

  • Tickets, their comments and the people on them: read only to answer what you asked in Slack.

  • Public Help Center articles: read to answer, and quoted with a link.

  • Internal notes, customer replies and ticket status: written only when you ask, and replies only after you approve.

  • Webhooks: if a Zendesk admin sets up an automation in Slack (for example, tell me when a new ticket arrives), the agent creates one webhook named Kipwise Agent in that account.

What we store

We do not keep your Zendesk data beyond the request. Answers appear in the Slack thread where you asked. A reply waiting for your approval is held until you approve it, then cleared. Webhook events keep a short summary only until they are processed and are deleted within 7 days. Access tokens are stored encrypted. Ticket text is processed by the AI model that writes the answer. Full details: https://kipwise.com/privacy

Kipwise Agent is a paid add-on; see https://kipwise.com/pricing. Support: https://support.kipwise.com or support@kipwise.com.

Détails de l’application

Comment l’installer

Kipwise Agent lives in Slack, so there is nothing to install inside Zendesk.

  1. Open https://kipwise.com/integrations/zendesk-agent and follow the steps to add the Kipwise Agent to your Slack workspace.

  2. In Slack, mention the agent in any channel, for example: @Kipwise Agent which tickets from jane@acme.com are still open?.
  3. Click Connect Zendesk in the reply, enter your Zendesk subdomain (the part before .zendesk.com) and approve access on the Zendesk consent screen.

  4. Ask again. From then on the agent works with your Zendesk account as you.

A customer-visible reply always shows its exact wording first and is sent only after you approve it. Questions: support@kipwise.com.

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