How to setup Mirror mode on Zendesk

Mirror mode lets you keep working exactly as you do today in Zendesk, while Zuzana receives a copy of the same tickets and drafts answers to them. Nothing is sent to your customers and nothing is changed inside Zendesk, so you can judge the quality of the AI on your own real traffic before you move anything over.

Phase 1: Locating your credentials

To authenticate with the Zendesk API, you need three pieces of information: your Subdomain, the Email of the Zendesk user the token belongs to, and an API token. You need Zendesk admin rights to create the token.

1. Find your subdomain: Look at your browser's URL when logged into Zendesk. It will look like https://your-brand.zendesk.com. In this case, your-brand is your subdomain.
2. Open the API tokens page: Go to Admin Center, then Apps and integrations in the left-hand sidebar, then APIs and API tokens.
3. Add the API token: Click Add API token and give it a description (for example, Zuzana).
4. Copy the token: Copy the generated token straight away.

5. Note: Zendesk only shows the token once. Copy and store it safely before leaving the page.

6. Note the email address: The token only works together with the email address of the Zendesk user that created it. Use a stable admin account that will not be deactivated, rather than a personal one.

Phase 2: Connecting Zendesk with Zuzana

Now that you have your subdomain, email and API token ready, it is time to bridge the gap. Connecting these platforms allows Zuzana to read your tickets and start drafting answers.

Follow these steps to complete the integration:

1. Step 1: Navigate to Integrations: Log in to your Zuzana dashboard. Click on your profile name in the top right corner and select Settings from the dropdown menu. Once in the settings area, look at the left-hand sidebar under the General section and click on Integrations.
2. Step 2: Select the Zendesk Helpdesk: Locate the Zendesk card and click the pink Connect button.
3. Step 3: Input your credentials: You will be redirected to the "Create Integration" screen. Fill in the following fields exactly as they appear in your Zendesk account:

• Enable Toggle: Ensure this is switched to the On (pink) position.
• Domain: Enter your Zendesk subdomain.

• Note: Only enter the unique part of your URL. The field already has https:// in front of it and .zendesk.com after it, so if your URL is https://brand-name.zendesk.com, just enter brand-name.

• Email: The email address of the Zendesk user whose API token you generated in Phase 1.
• API Token: Paste the token you copied in Phase 1.

Click Save when the three fields are filled in.

Phase 3: Turning Mirror mode on

The last step is ours. Tell your Zuzana contact that the integration is connected, and we switch your team into Mirror mode. From that point on, your tickets are copied into Zuzana and the AI drafts an answer for each one.

What that looks like day to day:

• Your agents keep working in Zendesk. Nothing changes in their workflow, and Zuzana does not reply, tag, or close anything in Zendesk.
• The drafts live in Zuzana. Open the Zuzana helpdesk to read the answer the AI wrote next to the ticket it was written for.
• No customer is ever contacted. A mirrored draft is only ever seen by your team.
• Feedback is the point. Every draft you tell us is wrong turns into a policy, a workflow or an article, which is exactly the work that makes the AI ready to go live.