Otera + Zendesk

Overview

Zendesk centralizes customer support across email, chat, phone, and social channels for organizations of all sizes. The platform tracks tickets and routes them to agents, but support teams still review each ticket and determine resolutions. When Otera connects to Zendesk, autonomous decision agents handle that resolution layer and execute outcomes, enabling end-to-end ticket processing.

How It Works

Otera works alongside Zendesk, extending ticket management into autonomous, end-to-end resolution.

• Access ticket data: Agents pull ticket details, customer history, and conversation context from Zendesk, building the full picture needed to understand and resolve each request.
• Determine resolutions: Otera evaluates tickets against resolution patterns, knowledge base content, and customer context to identify the appropriate response, handling cases that would otherwise wait for agent review.
• Resolve and close: Agents respond to customers, update ticket status, apply tags, and close resolved tickets, completing the support interaction without human involvement.
• Escalate thoughtfully: When tickets involve conflicting information, frustrated customers, or situations requiring human empathy, Otera routes them with context so agents can verify approaches or engage effectively.