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Integrations

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

Install the sidebar app

  1. In ResolvCmd, go to Settings > Integrations
  2. Click Connect next to Zendesk
  3. You’ll be redirected to Zendesk to authorize the connection
  4. Grant the requested permissions — ResolvCmd needs read access to tickets and the ability to display the sidebar
  5. Once authorized, return to ResolvCmd to confirm the connection

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

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