Freshdesk›
Hand off to Freshdesk tickets when a person needs to step in.
Answer Zendesk questions before a ticket is ever opened
Zendesk inboxOpen Deflect common questions automaticallyReduce first-response time -
I was charged twice this month.
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Sorry about that. I've opened ticket #20931 for our billing team with this chat attached.
About this integration
Guzli is a Zendesk chatbot that works with the help desk you already have. It answers customers from your Zendesk knowledge base before a ticket is created, sorts and routes the requests that do come through, and suggests replies to your agents inside Zendesk.
What your agent can do
- Ticket deflection: answers common questions on your help center before a ticket is opened.
- Categorize and route: tags incoming requests and sends them to the right group.
- Suggested replies: drafts answers for your agents to review and send.
- Knowledge base sync: learns from the articles already in your Zendesk help center.
- Deflection tracking: shows how many questions were answered without a ticket.
How it works
- Install from the Marketplace: Add Guzli from the Zendesk Marketplace and connect your account.
- Import your articles: Pull your knowledge base articles into the agent.
- Set deflection rules: Choose which questions the agent answers and which go straight to a ticket.
- Turn it on: Enable the agent on your help center.
Explore other integrations
One agent across your whole stack. The same knowledge and the same brand voice, wherever the conversation goes.
Frequently asked questions
Install Guzli from the Zendesk Marketplace and connect your Zendesk account. Import your knowledge base articles, set the deflection rules, and enable the agent on your help center.
Guzli reads your Zendesk knowledge base articles to answer questions. When a conversation needs a person, it creates a ticket with the conversation attached, and it adds tags and suggested replies for your agents.
The agent answers from your articles and rules, so anything your knowledge base doesn't cover becomes a ticket. Suggested replies are drafts; your agents decide what gets sent.
No. Keep one agent and connect it to Zendesk so your help center, website, and other channels all share the same answers.
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