Zendesk

Manage support tickets and customer conversations in Zendesk.

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分类: 客户关系管理
设置: 4步骤
适用职能: 2AI 职能

What ProhostAI can do with Zendesk

Once Zendesk is connected, ProhostAI works with your tickets in plain language.

Read
Read tickets and history
See what has been raised and whether the same problem has come up before.
“Has anyone reported the heating at Church Street before?”
Read
Connect a ticket to a stay
Match the ticket to the booking and property it is really about.
Create & update
Answer and resolve
Reply to routine tickets from what is known about the property and stay.
Create & update
Raise tickets and tasks
Create a ticket from a guest message, or a maintenance task from a ticket.

关于 Zendesk

A ticket about a broken shower is really a property problem.

If your support runs on Zendesk, connecting it gives every ticket the context of the booking behind it — and lets the AI raise, answer and resolve the routine ones.

Support tooling assumes a customer with an account history. Property management has something more specific: a guest, in a particular property, on particular dates, with a problem that is usually physical and usually urgent.

A ticket that says "the shower is cold" is not answerable from ticket history. It is answerable from knowing which unit, whether anyone has reported it before, and who is closest. Without that context, the agent’s first three replies are just gathering it.

Connecting Zendesk supplies the context automatically. Tickets arrive attached to the stay they concern, the AI answers the ones with known answers, and anything physical becomes a task for someone who can actually go and fix it rather than a thread that gets escalated twice.

适用职能: 销售, 客户支持

Setup

Zendesk connects through OAuth against your subdomain, so ProhostAI never sees your password.

Open ProhostAI and go to Settings → Connections.
Search for Zendesk and select Connect.
Enter your Zendesk subdomain, sign in and approve the permissions.
Ask what tickets are open to confirm the connection works.

Good to know

Zendesk stays the system of record for tickets. ProhostAI works with them rather than migrating them out.
Your existing views, triggers and SLAs continue to apply.
Decide which ticket types the AI may resolve on its own. Access problems and anything about money usually deserve a person.
Revoking ProhostAI in Zendesk’s admin settings ends access immediately.

关于 Zendesk 的常见问题

Does this move our tickets out of Zendesk?

No. Zendesk keeps the tickets, views, triggers and SLAs. ProhostAI works with them and adds the context of the stay each ticket concerns.

Can the AI close tickets on its own?

Within the limits you set. Routine questions with known answers are the usual case; access problems and anything financial are better escalated.

How does it know which property a ticket is about?

By matching the ticket to the booking behind it, which is what lets a reply reference the actual unit rather than asking the guest which property they are in.

Can a ticket become a maintenance job?

Yes. A physical problem can become a task assigned to whoever can fix it, rather than a thread that gets escalated twice.

How do I disconnect Zendesk?

Open Settings → Connections in ProhostAI and disconnect it, or revoke ProhostAI in your Zendesk admin settings.