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Where issues come from

Zendesk

Connect Zendesk so tickets tagged tracex are investigated automatically and get an internal note with the root cause and a suggested customer reply.

Tag a ticket tracex: TraceX investigates and adds an internal note with the root cause and a suggested reply.

Why connect Zendesk

Section titled “Why connect Zendesk”

Support agents see the symptom (“my export failed”) but not the cause, so tickets wait in an engineering queue. Tagging a ticket sends it to TraceX, which finds the cause in your systems and leaves an internal note with the explanation and a reply the agent can send.

Connect

Section titled “Connect”

  1. Open Integrations → Zendesk and fill in:

    Field Value
    Zendesk subdomain acme (for acme.zendesk.com)
    Agent email support-bot@acme.com
    API token Admin Center → Apps and integrations → APIs

    Keys are checked with a real read, then encrypted and never shown again.

  2. TraceX shows a webhook address. Copy it and finish in Zendesk:

    1. Admin Center → Apps and integrations → Webhooks → Create webhook: endpoint URL is the address above, method POST, format JSON.
    2. Objects and rules → Triggers → Add trigger: when Tags contains at least one of: tracex, notify the webhook with the body {"ticket_id": "{{ticket.id}}"}.
    3. Add the tracex tag to a ticket: TraceX investigates and adds an internal note.

TraceX only reads the items it is sent and adds internal notes. It never replies to customers on its own.

Troubleshooting

Section titled “Troubleshooting”
Problem What to check
Tagged tickets aren’t picked up Check the trigger’s condition and that it notifies the TraceX webhook with the JSON body above.
Notes don’t appear The agent email must be an agent who can add internal notes.

Remove access

Section titled “Remove access”

Disconnect Zendesk in Integrations, delete the trigger and webhook, and revoke the API token.

Section titled “Related”