AI Search for Zendesk

Search across tickets, help center articles, and internal notes. Onyx indexes your support knowledge and helps agents resolve issues faster.

How did we resolve the SSO login issue last month?

Ticket #8842 had the same issue. The fix was clearing the SAML cache and re-uploading the IdP certificate. Resolution took 2 hours after escalation to the identity team.

Ticket #8842 — SSO Login Failure

Your support team keeps solving the same problems

Zendesk accumulates years of resolved tickets, internal notes, and help articles. But finding the right solution for a new ticket means searching through thousands of past conversations.

Agents search for similar tickets but Zendesk's search returns too many irrelevant results.

Help center articles exist but agents don't find them during live conversations.

Internal notes and macros contain tribal knowledge that's hard to discover.

New support agents take months to learn the common solutions.

How teams use Onyx with Zendesk

Find similar resolved tickets

Search past tickets to find how a similar issue was resolved, including the internal notes and customer communication.

Surface help center articles

Agents ask Onyx during a live conversation and get the relevant help center article to share with the customer.

Onboard support agents faster

New agents search Onyx to find standard resolutions, escalation procedures, and product-specific troubleshooting steps.

Identify recurring issues

Search across ticket history to find patterns in customer complaints, helping product teams prioritize fixes and documentation improvements.

Works great with

Onyx searches across all your connected tools. Combine Zendesk with these connectors for unified AI search.