Enriching Conversations via API - Frequently asked questions
Discover how to enhance your conversations using the API. This page answers common questions about setup, integration, and best practices for enriching interactions.
Frequently asked questions
How can I enrich conversations in Zendesk QA using the API?
You can enrich conversations in Zendesk QA by sending additional data via API. This is particularly useful if your help desk integration doesn't expose all necessary fields or if the data isn't stored in your help desk. By sending data to the API,…
What do I need to prepare before sending data to Zendesk QA via API?
Before sending data to Zendesk QA via API, you need to prepare a few key items. First, obtain the API token from your Custom Integration. You can find instructions on setting up a Custom Integration in the Zendesk documentation. Next, you'll need…
How do I send additional data like CSAT scores to Zendesk QA?
To send additional data such as CSAT scores to Zendesk QA, you need to make a POST request to a specific endpoint. This process involves preparing your API token, connection ID, and the external conversation ID. Once you have these, send a POST…
What happens if I only send the ticket ID when enriching a conversation?
If you only send the ticket ID when enriching a conversation in Zendesk QA, the platform will display the CSAT score and/or message in the conversation details section. This allows you to enhance the conversation with additional context without…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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