Connecting Zendesk

ResolvCmd works inside Zendesk through a sidebar app. When a ticket arrives, the sidebar automatically reads the ticket context and displays a proposed resolution with source citations.

Prerequisites

• An active ResolvCmd account with at least one knowledge source connected and synced
• Zendesk admin access (to install the sidebar app)
• A paid plan or active trial with at least one ticketing integration slot

Step 1: Connect your Zendesk subdomain

1. In ResolvCmd, go to Settings > Integrations
2. Click Connect next to Zendesk
3. Enter your Zendesk subdomain (e.g., acme-msp for acme-msp.zendesk.com)
4. Click Connect

Step 2: Download and install the app package

1. Click Download App Package — this generates a ZIP file with your API key baked in. No manual key entry needed.
2. In Zendesk, go to Admin Center > Apps and Integrations > Apps > Zendesk Support Apps
3. Click Upload Private App
4. Upload the downloaded resolvcmd-zendesk.zip
5. Click Install — no further configuration required

The ResolvCmd sidebar will now appear on ticket views.

How it works

Once connected:

• When a technician opens a ticket in Zendesk, the ResolvCmd sidebar appears on the right side
• The sidebar reads the ticket subject, description, and any tags
• It matches the ticket context against your connected knowledge sources
• A proposed resolution appears with numbered steps and source links
• The technician can apply the resolution, expand it, or request a customer reply draft

Important notes

• Auto-updates — The sidebar is server-rendered. UI updates deploy automatically — no need to re-install the app.
• Re-downloading the app package generates a fresh API key and revokes the previous one. The old app package will stop working.
• One API key per workspace. If you disconnect and reconnect, a new key is issued.

Adjusting sidebar behavior

• Auto-resolve — By default, the sidebar generates a resolution automatically when a ticket is opened. You can disable this in Settings if you prefer manual triggering.
• Resolution mode — Set the default to Fast or Detailed in Settings. Technicians can override per-ticket.
• Client context — If your knowledge sources include client-specific documentation (e.g., Hudu company associations or Google Drive folder tagging), the sidebar will use the ticket’s organization to filter for relevant client documentation.

Troubleshooting

Sidebar not appearing:

• Verify the app is installed in Zendesk Admin > Apps > Manage
• Ensure the technician’s role has permission to view sidebar apps
• Check that the ResolvCmd connection is active in Settings > Integrations

Resolution showing “No match found”:

• This means your connected documentation doesn’t cover the ticket’s topic
• Check Knowledge Health to identify documentation gaps
• Consider adding more knowledge sources or uploading additional documentation

Resolution quality is low:

• Verify your documentation covers the specific topic in detail
• Check that the correct knowledge source folders/spaces are selected
• Try switching to Detailed mode for more thorough analysis