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The Rulebase app puts a Rulebase panel in the Zendesk ticket sidebar, so an agent working a ticket can see what Rulebase knows about it and act on it without leaving Zendesk. This is the opposite direction from the Zendesk integration, which connects Zendesk to Rulebase so tickets sync in for review. The app is how Rulebase shows up inside Zendesk, and it depends on that integration: the panel finds your organization through your connected Zendesk account, so connect Zendesk in Rulebase first.

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Prerequisites

  • You must be a Zendesk admin to install apps.
  • Zendesk must already be connected in Rulebase. See Zendesk.
  • You need a Rulebase API key from Settings > Connections.

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Installation

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Step 1: install the app

  1. Visit the Rulebase Zendesk App in the Zendesk Marketplace
  2. Click Install to add Rulebase to your Zendesk account

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Step 2: configure the integration

  1. In Zendesk Admin Center, go to Apps and Integrations > My Apps
  2. Select Rulebase and open the settings panel
  3. Enter your Rulebase API key

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Step 3: have each agent sign in

The first time an agent opens the panel it asks them to log in to Rulebase, with a Log in button that opens a Rulebase login window. Each agent signs in with their own Rulebase account, once per browser.

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What agents see in the ticket sidebar

The panel reads the open ticket and shows the matching Rulebase conversation:
  • The customer and the ticket reference, with the ticket number, a copy button, and when the conversation started
  • Ticket summary, Rulebase’s own summary of what the ticket is about, rather than a copy of the first message
  • Badges for what Rulebase flagged on the conversation, such as customer sentiment, a detected complaint, an SLA breach, or compliance risk
  • Linked activity, the related tickets, Jira issues, and Slack messages Rulebase has tied to this conversation, so an agent can see the earlier ticket on the same issue
  • Actions, where the agent can create a Jira ticket from the conversation. When Rulebase has already drafted one, it appears as a Suggested action with the request type filled in. Creating the ticket also posts a private internal note on the Zendesk ticket with a link to the new Jira issue.
  • Ask a question, a prompt box at the bottom that opens a Rulebase chat in the panel, so an agent can look something up mid-ticket instead of switching tabs
If the ticket has not synced to Rulebase yet, the panel imports it on the spot, so a brand new ticket can take a moment to fill in. A ticket Rulebase cannot match shows No ticket found instead, and the usual cause is that the Zendesk account holding the ticket is not the one connected to Rulebase.