In short
- One ticket per handoff.OneType opens exactly one ticket, even if something is retried.
- Context in the ticket.An internal note holds the summary, intent, mood, a link back and the transcript.
- Replies reach the chat.Your agent's public comment appears in the visitor's chat, and the AI steps back.
- Status stays in sync.Solving the ticket resolves the chat, and reopening it escalates it again.
If your support team already works in Zendesk, a second inbox is one inbox too many. The Zendesk integration, coming soon, turns every AI handoff into a ticket and brings your agents' answers back to the visitor, so your team keeps working where it always has.
A ticket with the whole story
When a visitor asks for a person, OneType opens one Zendesk ticket for that conversation. The first thing on the ticket is an internal note, visible only to your agents, with the AI summary, the visitor's intent and mood, whether their identity was verified by your site, which agent they talked to, a link to the conversation in OneType and the transcript.
The requester is set carefully. Zendesk emails the requester, so OneType only uses a visitor's email there when your website verified who they are. Otherwise the requester is shown as Website visitor, and any email the visitor typed is noted inside the ticket instead.
Replies travel both ways
- Anything the visitor writes after the handoff is added to the ticket as their comment.
- A public comment from your Zendesk agent appears in the visitor's chat, under the agent's name.
- Once a Zendesk agent replies, the AI stops answering that conversation.
- Solving or closing the ticket resolves the conversation in OneType.
- Reopening the ticket marks the conversation as escalated again.
Internal notes stay internal. Private comments from your agents, and OneType's own notes, are never sent to the visitor.
What your visitor sees
The visitor never leaves your website. When your Zendesk agent sends the first public reply, the chat shows that a person joined, and the answer appears in the same window as plain text under the agent's name. From then on the AI stays out of the conversation, so the visitor is not answered by two sides at once. The visitor's own follow-up messages keep flowing into the same ticket, so your agent always has the latest word.
If the AI later writes a new, better summary of the conversation, it is added to the ticket as another internal note. If you erase a conversation in OneType, for example on a privacy request, the ticket gets a note and the link between them is removed.
Setting it up
Zendesk shows as Coming soon in Settings, then Integrations. When you connect it, OneType installs a webhook to hear about replies and a trigger for its tickets in your Zendesk account. You can add up to 10 tags to every ticket, and OneType always adds its own tag.
The conversation also stays in your OneType inbox, so you can read it there at any time.