What Cavalry does with Zendesk

Connect your Zendesk account to Cavalry to operate as a real agent inside your existing workflow. Cavalry classifies every ticket, intercepts only what you've enabled, and resolves end to end across all five Zendesk channels.

Cavalry can:

• Resolve tickets across email, web, API, Twitter DM, and SMS
• Classify every incoming ticket and intercept only the use cases you've enabled
• Hand off to human agents with full context, status, and ticket history preserved
• Filter conversations by brand for multi-brand organizations
• Filter by specific support email addresses
• Sync AI customer profile notes and structured profile fields to Zendesk user records
• Capture customer intake fields at the start of every conversation
• Fill in custom ticket fields automatically before closing tickets
• Route conversations from external Cavalry widgets back into Zendesk under the right brand

Benefits

• Operates inside Zendesk, not alongside it. Cavalry is a Zendesk seat, not a sidecar. Every action lives inside your existing ticket workflow with the same statuses, tags, and audit trail your team already uses. Reporting, QA, and oversight don't change.
• You decide what gets handled. Cavalry only intercepts the ticket types you've explicitly enabled. Anything outside that scope routes to your human team automatically. No scope creep, no AI handling tickets it shouldn't, no surprises in your QA reviews.
• Multi-brand without compromise. Filter interception by brand and support email so each brand under your Zendesk org gets the right voice, the right policies, and the right escalation path. One deployment, multiple brand experiences, no dilution.
• Capacity-aware live escalations. When a customer needs a human, Cavalry checks live agent capacity in Zendesk before handing off. No dead handoffs to an empty queue at 11pm, no customers stuck waiting on a chat that won't be answered.
• Custom fields filled, not skipped. Cavalry captures intake fields at the start of every conversation and fills required custom ticket fields before closing. Reporting stays clean, downstream automations stay intact, and your team isn't fixing field gaps after the fact.
• Customer intelligence syncs both ways. AI-generated notes and structured profile fields flow back into Zendesk user records, so the next interaction, whether handled by AI or human, starts with full context already in the customer's profile.

Other integrations

Gorgias

Cavalry automates responses across every Gorgias channel.

Freshdesk

Automate Freshdesk tickets across email and web with full team visibility.

Dixa

Connect Dixa to send, receive, and automate conversations across every customer channel.

Zendesk Guide

Sync your Zendesk Guide articles directly into the AI Agent's knowledge.