AI ticket search for Zendesk

What Zendesk search misses

Your agent opens a ticket: "Login button doesn't respond on Chrome." They search Zendesk. Nothing. Three months ago, another agent solved the same issue under the description "sign-in page frozen in browser." Same problem. Different words. Zendesk search can't connect them.

And if the customer attached a screenshot of the error? Zendesk treats it as a file. No way to search for "that broken login screen." Views and triggers can help you route tickets, but they can't help your agents find the fix that already exists.

Macros and canned responses help with common scenarios, but they only cover what someone anticipated and wrote down. The long tail of support issues lives in your resolved tickets. Without semantic search, your agents re-investigate problems your team has already solved, even when the resolution is sitting a few hundred tickets back in the queue.

How DeskGraph plugs into Zendesk

OAuth connection with read-only access. We pull your ticket history, including attachments and screenshots, and build a searchable index based on meaning. No admin permissions. No changes to your Zendesk instance. Your agents keep working in Zendesk exactly as they do now.

When a new ticket arrives, DeskGraph surfaces the most similar past tickets in a sidebar. Your agent sees what worked before, who handled it, and how long it took.

DeskGraph indexes ticket descriptions, public and internal comments, and attachments across all your Zendesk brands. If you run a multi-brand instance, similar tickets surface regardless of which brand they were filed under. Guide articles are indexed too, so your existing knowledge base becomes part of the same semantic search.

What your agents actually get

• "Login doesn't work" matches "sign-in page frozen" because the meaning is the same
• Screenshots match visually, not by filename or alt text
• Every resolved ticket makes future searches more accurate, with no manual tagging
• Resolution summaries, not a wall of thread. Your agent gets the answer fast.

Frequently asked questions

Does DeskGraph replace Zendesk's built-in search?

No. Zendesk search handles keyword queries. DeskGraph adds meaning-based search on top. They work together.

Will this change anything in my Zendesk instance?

Nothing. Read-only OAuth. No apps to install. No admin permissions needed.

Does it work with Zendesk Guide articles?

Yes. DeskGraph indexes your Guide articles alongside your ticket history. Both become searchable by meaning, not just keywords. Screenshots and videos in your articles are searchable too.

Does it handle multi-brand Zendesk instances?

Yes. DeskGraph indexes across brands. Matches surface regardless of which brand the original ticket came from.