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Zendesk Agent App

Kapa can be installed as a Zendesk support app. Kapa reduces the time your support agents need to answer tickets by immediately suggesting a reply based on all your knowledge sources as well as the full ticket history.

Zendesk Integration

Features​

Instant Response Drafting ⚡​

Respond instantly with AI answers that are tailored to each customer's query. Kapa drafts a response based on the customer's question and the full ticket history and enables agents to insert the response with a single click.

Connect Your Knowledge Base 📚​

Expand the depth of your customer support by connecting Kapa to an extensive array of knowledge resources. This includes not just Zendesk's Knowledge Base, but also external documents, websites, and past ticket conversations.

Multilingual Support 🌐​

Support customers in their native language. Kapa supports 20+ languages, including English, Spanish, French, German, Italian, Portuguese, Russian, Chinese, Japanese, Korean, and more.

Modify AI Responses 🎨​

Instruct kapa to modify its suggested answer. By default, kapa mimics the style of the conversation history. You can prompt kapa to change the style of the reply or ask it to include additional relevant information.

Zendesk Integration

Installation​

Step 1: Share your Subdomain​

The kapa Zendesk app is in preview mode and not yet publicly available on the Zendesk market place. Share your Zendesk subdomain with the kapa team and they will whitelist your workspace and share an installation link with you You can find your subdomain in the url of your agent workspace:

https://{SUBDOMAIN}.zendesk.com/agent/dashboard

Step 2: Install the app​

Use the link the kapa team shares with you to install the app to your agent workspace.

Step 3: Configure the app​

After opening the installation link you will be prompted to configure the app. You need to provide two inputs:

  1. API Token: Ask the kapa team to share an API token with you.

  2. Product Name: The name of your technical product.

FAQ​

What data does Kapa store when integrated with Zendesk?​

Kapa retains only the last user question from each Zendesk ticket, used solely for generating user analytics like question count and common themes. Users have the option to set data persistence duration (e.g., up to a maximum of 60 days), aligning with our commitment to minimal data usage and privacy prioritization.

How does Kapa ensure the security of data?​

Kapa employs stringent security practices including encryption of data both at rest and in transit, alongside other advanced security measures. Our ongoing SOC2 audit further demonstrates our commitment to maintaining high standards for data security and protection.

Does Kapa's use of AI impact data privacy?​

When generating outputs, we send data to OpenAI. However, we have a Data Processing Agreement (DPA) with OpenAI, ensuring that data is handled securely. OpenAI does not retain this data for more than 60 days and never uses it for training purposes, aligning with our privacy standards.

Can I request more information about your security measures?​

Absolutely. For detailed information or to request a SOC II bridge letter, please contact us. We're here to provide any information you need to feel confident about the security and privacy of your data with Kapa.

Does Kapa use ticket history data from Zendesk?​

As of now, Kapa doesn't use full ticket data from Zendesk, but we're planning to build an integration that will utilize more ticket information to improve our services, always prioritizing data security and privacy.

Can we sign a Data Processing Agreement (DPA) with Kapa?​

Yes, we always suggest signing a Data Processing Agreements (DPAs) to address the transfer of data between Kapa and your company.