Zendesk Escalations <> Fullview AI | Fullview Knowledge Base

This guide will walk you through setting up your Zendesk org to work with Fullview's AI escalation feature. Follow the steps below to enable seamless escalation workflows for both support tickets and Sunshine conversations, from Fullview AI.

Escalation options

Step 1: Connect Fullview to Zendesk

Step 2: Support ticket escalations

Step 3.1 (optional): Real-time Sunshine Conversations

Step 3.2 (optional): Ending of messaging sessions

✅ Prerequisites

Fullview AI enabled for your Fullview org
Fullview app installed from Zendesk Marketplace
Admin rights in your Zendesk org

Escalation options:

Fullview offers two ways to escalate AI conversations to your support team in Zendesk:

Support tickets for asynchronous escalations
Real-time conversations for live escalations using Sunshine Conversations

Before configuring either option, you must connect your Fullview organization to Zendesk.

Connect Fullview to Zendesk

In Fullview, open the navigation menu and go to AI Agent → Escalate to human
Connect your Fullview org to your Zendesk instance

This connection is required for both support ticket and real-time escalation flows.

🧾 Support Ticket Escalations

When a customer asks to speak to a human, Fullview AI can create a Zendesk support ticket.

Once Zendesk is connected, Fullview AI will automatically create Zendesk tickets when it cannot answer a customer’s question. This is an asynchronous escalation flow, allowing your support team to respond at a later time.

Support tickets configuration options:

Ticket assignee: The agent the ticket will be assigned to. This is primarily useful for testing and should be left empty once the initial tests were successfully completed.
Ticket Group ID: The Zendesk group the ticket should be assigned to.
Ticket tags: Tags added to each ticket (for example, FullviewAI) for reporting, filtering, or automation.

💬 Real-time Sunshine Conversations

Prerequisite:

Zendesk connected to Fullview and Support Ticket configs (see above)
Zendesk Sunshine Conversations enabled
Support agents with Zendesk Messaging (Chat) access

This is the synchronous escalation option. It requires your support agents to be online and able to respond quickly to incoming conversations.

Step 1: Enable live chat escalation in Fullview

Go to AI Agent → Escalate to human → Enable the Live chat toggle

Step 2: Create a Conversation API key in Zendesk

In Zendesk go to Apps and integrations → APIs → Conversation API
Create API key
Give the key a descriptive name
Copy the following values into Fullview where prompted:
1. App ID
1. Key ID
2. Secret

This now allows Fullview to create conversations and send messages to your agent.

Step 3: Configure a webhook for agent replies

To send messages from Zendesk agents back to customers using Fullview's chat widget, you need to configure a webhook.

In Zendesk, navigate to Apps and integrations → Webhooks → Create webhook
Give the webhook a descriptive name
(We recommend including “Fullview” so it’s easy to identify later.)

Webhook URL:

for EU-hosted Fullview orgs:

https://api.eu1.fullview.io/ai-agent/escalation/webhooks/zendesk/all

for US-hosted Fullview orgs:

https://api.us1.fullview.io/ai-agent/escalation/webhooks/zendesk/all

Step 4: Configure webhook events and authentication

Status changed
Agent assignment changed
Message added

These events allow Fullview to stay in sync with agent activity and message updates in Zendesk.

Authentication

Under Authentication, select Bearer token
Enter a secure, hard-to-guess token.
Treat this token like a password — it ensures that only authorized requests can send messages to customers via Fullview.

Headers

Add a custom header:

Header name: fv-organisation-id
Value: Your Fullview organization ID

You can find your organization ID on the Zendesk escalation configuration page in Fullview.

Ending of messaging sessions

Relevant only if you have configured "Ending sessions" in Messaging → Messaging Settings

This will allow agents to stop answering without closing the ticket. You can do this if you want to handle the rest of the conversation async.

This is done via the red "End session" button in the message text area.

If you want this action to close the conversation you will need a second webhook and a trigger.

Use the same configuration as the previous webhook (headers, bearer tokens etc) but change the first choice to be a trigger. See image below.

In Objects and rules > Business rules > Triggers add the following:

Name: Fullview - On session end (the name is not used by fullview but having it easy to find is good).

Trigger category: Notificiations

Meets any of the following critieras:

Category: Ticketing > Messaging session state
Operator: Changed from
Value: Active (This will trigger the closing of conversations both when they become inactive and manually ended).

Create an action

Notify by > Active webhook

Value: Select the one created above.

{
  "ticket_id": "{{ticket.id}}",
  "type": "fv:conversation_closed",
}

If this is successfully configured when the support agent clicks "end session" the conversation in Fullview will be closed for future messages.

Great work! At this point the real-time escalation flow should be fully configured.