Announcing o11's backing from Y Combinator.

AI for Zendesk

AI that works the ticket queue with you.

  • Classify, tag, and route tickets from the views.
  • Run macros and draft multi-channel responses in place.

Ticket Overview

Views > All unsolved tickets

Sort by Priority 6 of 312

E. Kobayashi(Helix Capital) 12m
Cannot login to portal — getting 503 since 11am
Hey — getting a 503 on /api/v1/sync. Started about an hour ago. Tried again, same response.
Incident login p0

F. Suri(Northwind) 24m
Where can I find the webhook signing secret?
I'm setting up our integration and need the signing secret for webhook verification.
Question docs

D. Lim(Beacon Health) 1h
Trial ended yesterday but I still have access?
My trial supposedly ended yesterday, but I can still log in and use the app — is this expected?
Question billing

K. Park(Atlas Robotics) 2h
Bulk import: malformed CSV error
Trying to import 18k rows but getting "malformed CSV at row 1247". File looks fine in Excel.
Incident csv

A. Yusuf(Marina Capital) 3h
Can you bump our seats from 25 to 40?
We just hired more analysts — need to bump our license from 25 to 40 for next billing cycle.
Tasks seats

M. Iverson(Loomis) 5h
Thanks!
Just wanted to say thanks for the quick fix earlier this week. Closing this out.
Question Solved

Ticket Details

#4821 — Cannot login to portal — getting 503 since 11am

M. Chen
Apply macro
Submit as Open
EK E. Kobayashi Open Urgent login p0

Conversations Events Customer context Side conversations

  • E. Kobayashi End user· 11:24 AM
    Hey — getting a 503 on /api/v1/sync. Started about an hour ago. Tried again, same response.
  • Auto-assigned to Tier-1 queue· 11:25 AM
    M. Chen assigned this ticket to themselves· 11:30 AM
  • M. Chen Acme team· 11:30 AM
    Internal: checking if this is the SSL cert rotation that landed at 11:00.
  • M. Chen Acme team· 11:32 AM
    Thanks for the heads-up. I see error spikes around 10:50 ET. Looking into it now — what region are you on?
  • E. Kobayashi End user· 11:34 AM
    us-east. We're hitting it from 3 different services.

Public reply Internal note Add CC

Reply to E. Kobayashi…
Submit as Solved

Zendesk · #4821
Reply to ticket #4821: 'I've reset your password and pushed the latest changes — try logging in now.' Then mark Solve

o11 for Zendesk: an AI agent layer for the support queue

o11 is an AI execution layer that runs inside Zendesk. The agent triages tickets, picks the right macro, drafts replies that match the channel and the customer history, and updates the record — without an agent toggling between views, internal notes, and a separate AI chat panel to do work that should land on the ticket.

What teams use o11 for in Zendesk

  • Queue triage. Categorize, tag, and route inbound tickets across email, chat, voice, and social channels, then set the right priority and group based on customer tier and SLA.
  • Macro execution. Pick the correct macro from the catalog, tailor the merged content for the customer’s history, and apply the macro alongside any required field updates.
  • Multi-channel response drafting. Produce replies that respect channel constraints — short for chat, structured for email, on-brand voice for social — without forcing the agent to rewrite per surface.
  • Cross-system handoffs. Push escalations into Jira or Linear, sync customer context into Salesforce or HubSpot, and update the order or subscription in Shopify or Stripe.

Why o11 differs from Zendesk AI and helpdesk-native AI

Zendesk AI and most helpdesk-native AI features stop at the suggestion layer. They surface recommended replies, intents, and similar tickets, but the agent still has to transition the ticket, apply the macro, and send the reply manually. o11 is built to run that loop. The chat is the control surface, Zendesk is where the macro fires, the field updates land, and the ticket moves to solved.

Built for teams that live across systems

Zendesk is one piece of a larger CX stack. Support orgs pair it with Salesforce or HubSpot for customer context, Jira or Linear for engineering escalations, Slack for triage rooms, and Shopify or Stripe for order and billing actions. o11 is positioned to act across all of them. A single inbound ticket can become a Zendesk macro, a Salesforce case update, a Jira bug, a Slack notification, and a Shopify refund without the agent stitching the tools together by hand.

Where Zendesk teams typically start with o11

  • Support agents with triage, macros, and response drafting.
  • Team leads with queue health, SLA risk, and reassignment.
  • CX operations with macro hygiene, view cleanup, and trigger refactors.
  • Support leadership with rolling response metrics and escalation summaries.

How o11 respects Zendesk permissions

The agent operates with the user’s own Zendesk account. Group memberships, role permissions, and custom roles apply exactly the way they do for that user in the agent workspace. Nothing runs as a privileged admin token, nothing bypasses business rules. That is what makes o11 deployable in regulated CX orgs that cannot trust a tool that runs as an over-privileged integration.

FAQ

How is this different from Zendesk AI?

Zendesk AI suggests. o11 executes the macro, updates fields, and sends the reply.

Who is it for?

Support agents, team leads, and CX operations.