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The agent
The system

Make Ada act in Zendesk — safely

Ada handles the conversation; Upware carries out the Zendesk action behind it — attributed, audited, and bound by the policies your compliance team actually set.

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Governed by policy & RBAC Full audit trail Outbound-only on-prem bridge No rip-and-replace
The gap

Ada stops at the Zendesk boundary

Ada resolves and deflects, but the system-of-record action behind a resolution needs governed, auditable execution it doesn't provide.

Three ways to close it

Only one is governed

Ada alone
Acts in ZendeskNo
Governedn/a
Auditedn/a
Custom API glue
Acts in ZendeskSort of
GovernedYou build it
AuditedYou build it
Ada + Upware
Acts in ZendeskYes
GovernedPolicy + RBAC
AuditedEvery action
In practice

From chat resolution to closed ticket

A customer contacts support about a billing dispute. Ada identifies the resolution and confirms it with the user. Upware then takes over the system-of-record work: it creates the Zendesk ticket, posts a timestamped internal note with the resolution rationale, syncs the updated billing status from the source system, and marks the ticket solved — all under the agent's attributed identity, with every action logged to the audit trail. When the SLA review comes around, the full sequence is there, step by step, tied to policy.

The harness

AI to learn. Deterministic to execute.

Upware learns the process once and encodes it as a mostly-deterministic workflow: system interactions replay exactly, and any LLM steps are wrapped in policy, verification, and audit — so execution stays governed and drift-proof.

O
Observe & Learn
Records the real workflow once, across every system it touches.
G
Generate
Builds the API, data flow, and logic automatically — no integration project.
E
Encapsulate
Wraps it as a governed AI skill over secure MCP or API.
R
Run
Executes deterministically — RBAC, audit, and scale built in.
FAQ

Common questions

Ada already integrates with Zendesk natively — what does Upware add?
Native integrations let Ada read data and trigger basic events, but they don't give you attribution, RBAC, or a policy-governed audit trail on every ticket action. Upware wraps those Zendesk actions as governed AI skills, so each create, update, note, or status change is executed deterministically, tied to a verified identity, and logged in a way that satisfies SLA and compliance reviews. That's the gap Ada's built-in connector doesn't close.
Do our Zendesk tickets need to go through the cloud, or can Upware stay inside our network?
Upware uses an on-prem bridge that connects outbound to the Upware engine — no inbound firewall rules, no data sitting in a third-party cloud. The bridge learns the Zendesk workflow inside your environment and replays actions there. Ticket content and resolution data stay on your side of the perimeter, which matters when you're handling customer PII or regulated case data.
What happens if Zendesk changes its UI or a field name shifts — does the Ada integration break?
Upware's action model has a fallback hierarchy: it tries the Zendesk API first, then web requests, and can fall back to UI-level interaction if needed. When a field or flow changes, re-recording the affected step is typically a matter of minutes, not a full reintegration project. The governed skill is updated centrally, so every agent using it picks up the change without any per-agent rework.

Connect Ada to Zendesk

See a governed action go from recorded workflow to live in days.

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