Zendesk

Hi, I need help achieving a particular goal. The goal is to keep Zendesk Support (Agent UI) open directly within our website, without requiring agents to be redirected to Zendesk support. Can someone offer guidance on whether this can be achieved using the API?

Our use case: Customers use our website to initiate conversations with Zendesk AnswerBot. Agents follow up via email for unanswered queries. We aim to keep agents within our website, avoiding redirection to Zendesk. Instead, we want them to access all ticket information and respond directly within our website.

Additionally, since we cater to multi-language customers, it's crucial that responses can be translated based on the customer's language. Currently, we use a translator app for outbound emails in Zendesk, as this feature is lacking. Could you confirm if translation would remain consistent with how it operates in the Zendesk agent UI?

Thank you

I will like to know, which chatbot can be compared with Zendesk/Zopim if there's a need to migrate?

Zapier is one of our favorite tools in our stack. We automate the entire company with Zapier. When a lead fills out the form on our website, it creates an opportunity on Zendesk. We have an entire pipeline of automation that goes from our website, to Zendesk, it then creates a contract in Pandadoc and creates an invoice in Xero.