Zendesk
Zendesk works with Foldspace in two independent ways, each set up where it belongs:
- Knowledge base — sync your Zendesk help center articles into the agent’s Knowledge. This connection is done in the Knowledge module, not in Integrations. See Adding knowledge sources.
- Support handoff — when the agent reaches its limits, it escalates to your Zendesk support team with a one-sentence summary, so the handoff arrives with context instead of a cold start.
Support handoff
Section titled “Support handoff”There are two ways to hand off. Pick the one that matches how your team works:
| Handoff type | What happens | Use when |
|---|---|---|
| Live chat | The agent opens the Zendesk messaging widget and seeds it with the summary, then steps aside. | You run Zendesk Messaging or the Web Widget and staff live chat. |
| Email → ticket | The agent sends the summary and context to your Zendesk support address, opening a ticket. | You handle support asynchronously in the Agent Workspace. |
Prerequisites
Section titled “Prerequisites”- A Zendesk account with either the messaging widget installed (for live chat) or a support address (for email-to-ticket).
- Offer Support Handoff enabled in Style & Behavior.
Live chat
Section titled “Live chat”The live handoff is driven by the SDK, not an Integrations connection: you author a Support Handoff action and add a front-end handler that opens the Zendesk widget with the summary. Follow the developer walkthrough:
Test it on your own site — a staging or dev build where the Foldspace SDK and the Zendesk widget are loaded. You can’t verify this in the Playground: it runs inside the Foldspace UI, so the real Zendesk widget isn’t on the page.
Email → ticket
Section titled “Email → ticket”When you don’t staff live chat, use the Email handoff destination — no custom code. The agent emails the summary to your Zendesk support address, which opens a ticket in the Agent Workspace. Point it at your Zendesk-generated support address (for example support@your-subdomain.zendesk.com) so it becomes a tracked ticket. Configure the destination in Support handoff; the full email routing rules are in the Zendesk handoff walkthrough.
Related
Section titled “Related”- Intercom: the same two handoff options.
- Adding knowledge sources: connect Zendesk as a knowledge source.
- Support handoff: triggers and destinations.