Zendesk conversation alerts

Supported conversations

Bubbling imports Zendesk tickets whose origin is Chat, native messaging, SMS, or WhatsApp.

The transcript includes public customer and agent messages. Native messaging and AI agent tickets use the conversation log, including messages after a handoff.

Before you start

• A Bubbling account with access to your project.
• A Zendesk Support administrator who can authorize Bubbling. The incremental ticket export requires administrator access.
• Your Zendesk subdomain and a chat or messaging conversation to check the first import.

Access and permissions

Bubbling uses Zendesk OAuth to read supported tickets, public transcripts, and the user records that identify conversation participants.

A Zendesk window asks you to approve access. The current connection form requires your subdomain, not an API token.

Connect your account

1. In Bubbling, open Connect. If a source already exists, select New connection.
2. Select Zendesk.
3. Enter only your Subdomain, such as acme for acme.zendesk.com.
4. Select Connect with Zendesk.
5. In the Zendesk window, sign in as an administrator and approve access.
6. Return to Bubbling and check that Zendesk appears in Connect.

Import behavior

After connection, Bubbling imports available history in batches and checks for new or updated conversations on a schedule.

History and new messages import separately. Large histories and provider API limits can delay completion.

Repeat imports update existing conversations. The available history depends on what the provider retains and permits Bubbling to read.

Import and review are separate steps. A conversation can arrive before it appears in Conversations or produces an alert.

Zendesk excludes the most recent minute from incremental exports. This adds a delay before Bubbling can read those updates.

Limitations

Email, web-form, API-origin, voice, and social tickets are outside the current import scope, even if Zendesk displays them in Support.

Internal notes, workflow events, and messages without text do not import. Attachment contents and voice recordings are not reviewed.

An AI reply appears only if Zendesk exposes its text in a supported conversation. Standard ticket comments do not reliably identify bot authors.

Check the import

1. In Connect, check the import status and conversation count.
2. Open Conversations and compare one chat transcript with its original conversation in Zendesk.

Common problems

• If you see an access error, check the subdomain and ask a Zendesk administrator to authorize the connection.
• If access expires, open the connection in Connect and select Reconnect with Zendesk.
• Bubbling imports public comments from Zendesk. It does not import internal notes.

Create your first alert

1. After a conversation appears in Conversations, open Monitors.
2. Create a monitor and select Lost sale under Common monitors.
3. Select Test on past conversations to check the example against recent conversations.
4. Close the results and check that Active state is on.
5. Select Save.

Receive alerts by email or Slack

1. Open Settings and turn Notifications on.
2. Set Frequency to As it happens or Once a day.
3. Under Email, select Send test message and check the project owner inbox.
4. If Slack is available, connect your workspace and choose a channel.
5. Turn the Slack switch on and send a test message.