Keep Zendesk. Put an AI front door in front of it.
Dispatch answers shoppers on your storefront and sells while it helps. When a person is needed, it opens a Zendesk ticket with full context, and your agents' replies come back to the shopper's chat. Your team keeps working in Zendesk.
Bring your own AI key and pay your provider at cost — no per-resolution fees. Dispatch plan pricing: see dispatch.osroc.io.
How Dispatch and Zendesk work together
Dispatch answers firstOrder status, shipping and return policy, sizing and product questions, answered from your real catalog, policies and order data.
It hands off with contextWhen a shopper asks for a person, or the AI can't help, your team gets a ticket or Slack thread with a short summary, intent, order numbers and the transcript.
Your team replies where they workReplies from Gorgias, Zendesk or Slack show up in the shopper's chat (and by email), and the shopper's follow-ups land back on the ticket.
What happens on a handoff Beta
The ticket
Dispatch creates a Zendesk Support ticket with the shopper as requester, tags and priority. The first comment is private, so the shopper isn't emailed a message from your API user: it holds the summary, how the shopper was identified, a link to the full conversation and the transcript.
Replies in the chat
After the first ticket, Dispatch registers a webhook and trigger in Zendesk for public agent comments on Dispatch tickets. Those replies appear in the shopper's chat as well as by email. This needs an admin's API token; with an agent's token, tickets still work and replies go by email only. Shopper follow-ups become private notes.
If something fails
If Zendesk can't be reached, the handoff falls back to email, so the shopper is never left waiting on nothing.
Business hours and consent
Outside your hours the shopper is told when to expect a reply. Their email is shared only with consent (signed-in shoppers excepted).
Why a front door, not a second helpdesk
Answers on the storefront
Order status, policies and product questions resolved where shoppers ask, before they become tickets.
Sells while it helps
Product cards with add to cart, recommendations from your real catalog, and Corso returns and exchanges.
AI at model cost
On your own key there's no per-resolution fee: about 3.7¢ to 11¢ per conversation on certified models. See the math.
Questions
Do I have to leave Zendesk?
No. Zendesk stays your helpdesk and system of record. Dispatch handles the storefront conversation and sends what needs a person to Zendesk.
How do I connect Zendesk?
Add the Zendesk connector in Dispatch with your Zendesk subdomain, an agent's email and an API token. Use an admin's token if you want agent replies to appear in the chat.
Does it work alongside Zendesk AI agents?
They overlap: both answer shoppers with AI. Some teams use Dispatch on the storefront for shopping and order questions, and keep Zendesk's own AI for email and other channels. Dispatch's AI cost on your own key is the model price, while Zendesk AI agents is billed per automated (verified) resolution, drawn from a per-seat allowance, on top of suite or support seats.
Is the integration finished?
The Zendesk handoff and reply relay are in beta: working, and still being refined. Live chat inside Zendesk's own chat channel isn't supported yet; replies come through tickets.
Keep reading
The AI front door to your helpdesk
Answers shoppers instantly, sells while it helps, and hands the hard ones to your team in the tools they already use.