Zendesk Support

If your team runs customer support in Zendesk, Lyro can join it as one of your agents. A customer emails you, Zendesk turns the email into a ticket, and Lyro reads the full ticket history and posts a public reply - which Zendesk delivers back to the customer. Your queues, views, and reporting stay in Zendesk; Lyro takes the first-line load off your team.

Like every channel, Zendesk Support needs an active agent trained on your content. If you have not built one yet, start with Create your first agent.

How it works

1. Open Distribution > Zendesk Support and select Connect.
2. Enter your Zendesk subdomain (yourcompany.zendesk.com) and approve the authorization on Zendesk's consent screen. You need to be a Zendesk admin to authorize.
3. That is it - Lyro sets up everything else automatically.

On connect, Lyro provisions what it needs inside your Zendesk:

• A dedicated Lyro agent - the team member your customers see as the author of replies, with its own name and avatar.
• A webhook and two triggers that notify Lyro about new tickets and customer replies. No manual trigger or webhook setup.

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One agent seat

The Lyro agent occupies one agent seat in your Zendesk plan. If no seat is free, the connection stops with a clear message - free up a seat and connect again.

Which tickets Lyro answers

Out of the box, Lyro picks up every new ticket and follows up on the requester's replies. It answers publicly as the Lyro agent and sets the ticket to Pending, so your views show that the customer has an answer and the ball is in their court.

Want to narrow the scope - only certain groups, brands, or forms? Edit the trigger's conditions in your Zendesk admin, exactly as you would for any other trigger. Routing stays fully Zendesk-native, so your existing rules keep working.

Working alongside your team

Lyro follows one simple rule: it answers a ticket only while the ticket is assigned to the Lyro agent.

• Take over any time - assign the ticket to yourself (or anyone else) and Lyro goes quiet on it immediately.
• Hand a ticket back - assign it to the Lyro agent again and it resumes with the customer's next reply, with full context of everything that happened in between.
• Lyro escalates on its own - when a customer asks for a human, or your escalation rules tell it to hand off, it posts an internal note summarizing the case for your team, unassigns itself, and tags the ticket escalated so your own routing picks it up. If your escalation procedure names the tags Lyro should apply, it adds those too — alongside escalated, and without touching tags your own triggers already set. See Escalation for how to configure when this happens.
• Technical issues never strand a ticket - if Lyro can't produce a reply because of a technical error, it unassigns itself and leaves an internal note, so the ticket returns to your queue. Such tickets are tagged lyro_technical_error - a view filtered on that tag shows you how often this happens.

Response format

Replies use the Email format by default - a greeting, clear paragraphs, and a sign-off. You can pick a different response format for each distribution on its settings page.

Disconnecting

Removing the distribution cleans up everything Lyro created in your Zendesk: the Lyro agent (the seat is freed), the webhook, and the triggers. The authorization is revoked as well - connecting again will ask for approval in Zendesk.

Where to go next

• Train your agent before going live - see Knowledge.
• Decide when conversations should reach a human in Escalation.
• See every surface Lyro supports in Channels.