Solutions by app
Zendesk: Power faster resolutions across your stack
Zendesk is where customers ask for help. Tray connects Zendesk to the systems that deliver it: linking tickets, comments, and SLAs with tools for identity, billing, engineering, and AI agents that resolve faster and with full context.
Zendesk and Tray
Zendesk is where customer issues are tracked, prioritized, and resolved with ticket forms, macros, views, satisfaction ratings, and SLAs built in. But native flows stop at the edge of Zendesk. Tray extends them across your stack, connecting Zendesk to identity, billing, engineering, and AI systems. With Tray, tickets, users, and organizations stay synchronized through orchestrated workflows, governed automations, and agents that act with the right context.
Build
Build agents with Zendesk and Tray
Tray agents turn Zendesk tickets into action. They understand ticket context, apply rules, and drive updates across your support stack, writing results back to Zendesk as comments, field changes, or macro applications. With scoped access by group, brand, or role, agents help teams resolve faster while keeping every action visible and compliant.
Give agents the context they need to act confidently.
- Ticket scope: Access ticket bodies, comments, tags, custom fields, SLAs, and satisfaction ratings.
- Requester and org data: Pull requester, organization, and linked record metadata from approved systems.
- Freshness: Control re-ingestion through scheduled syncs or event-driven updates.
Automations
Automations with Tray and Zendesk
Tray automates the Zendesk ticket lifecycle across your stack. Automations classify, enrich, route, and update tickets as they move through connected systems, writing outcomes back as public or private comments so every team stays aligned and customers get faster resolutions.
Integrations
Integrations with Tray and Zendesk
Tray connects Zendesk with your CRM, data warehouse, CS tools, and internal systems. Integrations keep ticket context, requester details, and organization metadata aligned across every handoff, so support, sales, and engineering teams all work from the same record. The connections you define here power the automations above and the tools your agents use.
Zendesk integration capabilities
Integrate Zendesk with 700+ applications plus any system with an API using our HTTP connector. These domains mirror Zendesk’s API and how teams actually work in Zendesk.
Create, update, and link tickets so context stays visible across systems
- Create and update: Set assignee, group, status, priority, custom fields, and tags.
- Post comments: Add public or private notes with attachments and @mentions using macros.
- Link external work: Store issue keys or URLs in custom fields and keep them synced.
- Manage SLAs and views: Update fields that drive automations, triggers, and policies.
Tray vs Zendesk AI agents
Merlin Agent Builder
Runs agents that act across your stack via Tray workflows and connector “tools”; can write back to systems of record.
Works with 700+ pre-built connectors and any app via APIs, so one agent can span CRM, ITSM, IDP, and more.
Guardrails and visibility from Tray’s platform: RBAC plus detailed run/audit logs and optional log streaming.
Deploy via API and embed anywhere; Slack and Teams deployments are supported (per marketing) or via API.
Zendesk AI agents
Automates customer conversations on messaging, email, and web form channels with generative replies and handoff to humans.
Answers draw on your help center content; Advanced adds multiple/restricted sources and personas.
Advanced tier adds conversation flows (including hybrid scripted + generative), API access/orchestration, and deeper analytics.
Available natively in Zendesk; usage tracked via automated resolutions with analytics in-product.
FAQs
Workflows can start from new or updated tickets, comments, satisfaction events, or scheduled checks. Tray can also poll for changes to tickets, users, or organizations when real-time triggers aren’t available.
What comes standard with Tray
Whether your systems are in the cloud or on-premises, Tray lets you connect to them, automate processes, and deploy agents to take action across your technology stack. Security teams can trust that all connections are managed securely and access is properly governed.
Universal connectivity
- 700+ prebuilt connectors plus a universal HTTP connector for any REST API.
- Build custom connectors that behave like native ones.
- Connect to cloud or on-prem systems.
On-premises connectivity
- Connect to on-premises systems using Tray, whether they are first-party or third-party.
- Work around firewalls and SSO providers with flexible connection methods.
- Support a range of on-premises security protocols to enable secure integration.
Authentication management
- Collect and store sensitive authentications securely with Tray.
- Encrypt all data at rest to ensure maximum security.
- Partition authentications into secure workspaces with role-based access control to restrict access.
Security and governance
- SOC 2 Type II, GDPR, CCPA, HIPAA.
- Encryption in transit and at rest, detailed audit logs, and least-privilege access via scoped connections and OAuth scopes.