Integration Tutorial April 13, 2026

Build AI Support Memory from Zendesk Tickets

Your Zendesk instance holds thousands of resolved tickets -- each one a record of a problem and its solution. REM Labs indexes this history so your AI support agents can draw on every past resolution when answering new tickets, reducing repeat escalations and improving first-reply accuracy.

What Gets Synced

The Zendesk integration imports tickets and knowledge base content:

Tickets -- subject, description, all public and internal comments, with agent and requester attribution
Ticket fields -- status, priority, type, group, assignee, tags, and custom fields as filterable metadata
Help Center articles -- all published Guide articles with sections and categories preserved
Macros -- macro titles and response templates, indexed as standard resolutions
User profiles -- requester and organization data for contact-scoped retrieval

Connect Your Instance

In the REM Labs Console, go to Integrations and click Connect Zendesk. Enter your Zendesk subdomain and authorize via OAuth. Select which ticket views or groups to sync.

Import via API

curl -X POST https://api.remlabs.ai/v1/memory/sync/zendesk/import \
  -H "Authorization: Bearer sk-slop-..." \
  -H "Content-Type: application/json" \
  -d '{
  "zendesk_subdomain": "yourcompany",
  "zendesk_token": "...",
  "zendesk_email": "admin@company.com",
  "include_tickets": true,
  "include_articles": true,
  "ticket_status": ["solved", "closed"],
  "sync_mode": "incremental"
}'

Filtering by ticket_status: ["solved", "closed"] ensures only resolved tickets are imported, giving your AI a knowledge base of proven solutions rather than in-progress conversations.

Resolution Search

The primary use case is finding how similar issues were resolved in the past. When a new ticket comes in about "dashboard not loading after login," your AI can search for past resolutions.

curl -X POST https://api.remlabs.ai/v1/integrations/zendesk/search \
  -H "Authorization: Bearer sk-slop-..." \
  -H "Content-Type: application/json" \
  -d '{
  "query": "dashboard blank screen after authentication",
  "filters": {"status": "solved", "group": "Technical Support"},
  "limit": 5
}'

This surfaces the ticket "White screen on login -- cache clearing fix" and the Guide article "Troubleshooting Dashboard Display Issues" -- past context that helps resolve the new ticket faster.

Help Center as Retrieval Source

Zendesk Guide articles are indexed with semantic search. When an agent or bot needs to reference documentation, REM Labs finds the right article by meaning. "How do I export my data" matches "Data Export and Backup Procedures" even without keyword overlap.

API Endpoints Reference

Endpoint	Method	Description
`/v1/memory/sync/zendesk/import`	POST	Import tickets and articles from Zendesk
`/v1/integrations/zendesk/webhook`	POST	Configure real-time ticket sync
`/v1/integrations/zendesk/status`	GET	Check sync status and ticket count
`/v1/integrations/zendesk/search`	POST	Search within the Zendesk namespace

Internal notes: Zendesk internal comments (agent-only notes) are synced separately and can be included or excluded via the include_internal parameter. This lets you control whether internal troubleshooting steps are part of the AI knowledge base. See Zendesk integration docs.

Turn resolved tickets into AI knowledge

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