> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rulebase.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk app

> Install the Rulebase app from the Zendesk Marketplace to give agents a Rulebase panel in the ticket sidebar.

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](/guides/integrations/zendesk), 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.

## Prerequisites

* You must be a Zendesk admin to install apps.
* Zendesk must already be connected in Rulebase. See [Zendesk](/guides/integrations/zendesk).
* You need a Rulebase API key from [Settings > Connections](https://app.rulebase.co/settings/connections).

## Installation

### Step 1: install the app

1. Visit the [Rulebase Zendesk App](https://www.zendesk.co.uk/marketplace/apps/support/1159969/rulebase/) in the Zendesk Marketplace
2. Click **Install** to add Rulebase to your Zendesk account

### 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

### 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.

## 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.