What Horizon can see
Tickets, comments, users, organisations, groups, tags, status and searchable support history.
ZendeskEcommerce and online services software
AI automation inside Zendesk.
Find the right approved ticket context, explain what is waiting and prepare replies or updates for review.
Urgent-ticket action list
GK
@Horizon, show me urgent tickets with no recent agent response and group them by issue.
On it. Checking Zendesk now.Tickets checked in ZendeskChanges since the last check pulled firstCross-checked and compiled into one list
An urgent-ticket action list.
Organisation support brief
DF
@Horizon, summarise this organisation's open tickets and draft the account update.
On it. You approve before anything is saved.Tickets checked in ZendeskNothing saved in Zendesk until you approve
An organisation support brief and draft.
Ticket update
SL
@Horizon, prepare the reply, internal note and assignment change for this ticket, but wait for approval.
On it. You approve before anything is saved.Ticket checked in ZendeskNothing saved in Zendesk until you approve
A ticket update ready to approve.
The connection
How does Horizon actually get into Zendesk?
Horizon connects through Zendesk's official API. Your team approves which records Horizon can use and what it may prepare before the build starts.
Microsoft TeamsYour team asks here
The official doorwayYour organisation approves access
01Seeapproved records02Prepareyour approval first03Startagreed trigger or schedule
ZendeskYour approved records
What Horizon can prepare
Horizon shows your team ticket replies, internal notes, assignments and supported customer or status updates for agent review.
How work can start
Zendesk can notify Horizon about selected support events, while scheduled checks cover queues and historical work.
What we confirmed about the Zendesk connection
- A restricted agent's connection sees only the tickets that agent could see in Zendesk.
- Some list views can take a short time to show newly changed or archived tickets, so urgent workflows use the appropriate route.
- Large user imports are not available by default and need Zendesk to turn them on.
Checked against official Zendesk information on .
Day to day
Use Zendesk without jumping between systems.
Zendesk stays in place as the software your team already uses. Your team asks in Teams, Copilot, Claude or ChatGPT, and Horizon answers with only the approved records that request needs.
We connect one workflow first, prove it with your team on real review steps, then expand.
Often paired with
Software we connect with Zendesk.
Common questions
Using Horizon with Zendesk, answered.
What could our team ask Horizon to do with Zendesk?
Find the right approved ticket context, explain what is waiting and prepare replies or updates for review. Typical results include an urgent-ticket action list, an organisation support brief and draft, and a ticket update ready to approve.
Can our team use Zendesk from Microsoft Teams?
Yes, after the agreed access is approved. Your team asks Horizon in Teams, Horizon checks the approved Zendesk information and connected systems, then returns the answer or proposed action for review.
Can Horizon use Zendesk with Outlook, SharePoint or our other software?
Yes. We design one workflow around Zendesk and the other approved systems your team relies on, so the result can use the relevant information without staff opening each system separately.
Can Horizon prepare changes in Zendesk, not just answer questions?
Yes, where Zendesk supports the agreed action. Horizon prepares the change, shows it to the right person and applies it only under the permissions and review rules agreed for the workflow.
What would we start with in Zendesk?
We start with one useful, controlled request such as: @Horizon, show me urgent tickets with no recent agent response and group them by issue. The first version stays narrow enough to test with real staff and real review steps.
What access is needed before work starts?
A Zendesk administrator approves the connection. Ticket visibility and actions follow the authorised role, brands and groups.
Does Horizon replace Zendesk?
No. Zendesk remains the system your team uses. Horizon connects only the approved data and actions needed for the agreed workflow.
How does Horizon keep the Zendesk workflow safe?
We agree exactly which records, people and actions are in scope. We test one limited workflow with approved examples, keep important changes behind human review and expand only after the pilot is working properly.
The audit costs nothing
Put AI to work inside Zendesk.
Tell us the Zendesk job you would rather not do yourself.
30 min with our Director. No sales rep, no follow-up.