Quickstart
In this quickstart, you install the Kapa app in your Zendesk Agent Workspace. The app is distributed as a Zendesk private app from the kapa-zendesk-agent-installation repository.
By the end, the Kapa app sits next to every ticket, and your support agents can draft replies grounded in your knowledge base without leaving Zendesk.
Before you start
Before you start, you should have:
- A Kapa project with indexed knowledge sources. If you have not done this yet, complete Index your first source first.
- Permission to edit the Kapa project; if buttons in the platform are greyed out, contact a team admin.
- A Zendesk user with the Admin role, required to upload private apps.
Create the Zendesk Agent integration
- Open app.kapa.ai, navigate to Integrations (under Configuration in the sidebar), and click Add new integration.
- Choose Zendesk Agent and give it a name.
- Copy the Integration ID; you need it during configuration.
Download the app
Download the kapa-zendesk-agent-vX.Y.Z.zip asset from the Releases page.
Upload it as a private app
In Zendesk, open Admin Center → Apps and Integrations → Zendesk Support Apps → Private Apps. Click Upload Private App, give it a name, and upload the .zip you downloaded.
Configure the parameters
After the upload, Zendesk prompts you for the configuration parameters:
| Parameter | Secure | Required | Where to find it |
|---|---|---|---|
api_key | ✓ | ✓ | Kapa platform → API Keys → Add new API key |
project_id | ✓ | Kapa platform → Settings → Projects → Copy project ID | |
integration_id | ✓ | Kapa platform → Integrations → Zendesk Agent row → Copy integration ID |
You can edit these later in the Zendesk Admin Center under Apps and integrations → Zendesk Support Apps: click the settings icon on the Kapa app and select Change Settings.
Verify the installation
Open any ticket in the Zendesk Agent Workspace. The Kapa app appears in the ticket sidebar; ask it a question about the ticket or generate a draft reply, and the response is grounded in your knowledge base.
Summary
You created the Zendesk Agent integration, uploaded the private app to Zendesk, configured it with your Kapa credentials, and verified that it drafts grounded replies next to your tickets.
Next steps
- Features: response drafting, ticket summarisation, source citations, and per-seat usage tracking.
- Customizations: tune the agent's behavior and tone across integrations.
- Analytics: every question your team asks appears in conversations, whichever surface it came through.