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The agent
The system

Make Cresta act in Zendesk — safely

Cresta reads every conversation signal in real time — Upware makes sure the outcome lands in Zendesk exactly right: ticket updated, tagged, attributed, and on the record.

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

Cresta stops at the Zendesk boundary

Cresta improves the conversation, but acting on its outcome across CRM and service systems needs a governed execution path.

Three ways to close it

Only one is governed

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

From resolved call to closed ticket, automatically.

A customer contacts support about a billing dispute. Cresta surfaces the right resolution path mid-call and coaches the agent to closure. The moment the call ends, Upware executes the governed action sequence in Zendesk: it updates the ticket status to Solved, posts a timestamped internal note with resolution context, sets the priority and billing tag, and logs every action under the agent's identity for SLA review. No copy-paste, no follow-up task left open. The audit trail is already there before the supervisor checks the queue.

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

Does Upware require Zendesk to expose additional APIs or custom webhooks?
No. Upware learns Zendesk actions by recording how your team already works in the product — it can operate through the Zendesk UI itself if needed, with no API configuration required on your end. It uses existing API endpoints where they exist and falls back to UI-level interaction where they don't. Your Zendesk instance needs no modification.
How does Upware handle ticket attribution when Cresta is the one triggering the action?
Every action Upware takes in Zendesk is tied to a real user identity under your RBAC policy — not a generic service account. The audit trail records which agent or automation triggered the action, when, and under what policy context. That means your SLA reports and compliance reviews reflect the actual accountability chain, not a black-box automation entry.
What happens if Cresta's recommendation conflicts with an open ticket state — for example, trying to solve a ticket that's already escalated?
Upware's execution layer includes policy-driven verification steps before writing to Zendesk. If the current ticket state doesn't match the expected preconditions for an action, Upware halts and routes the discrepancy for human review rather than overwriting. This keeps the system of record clean and prevents Cresta's automation from creating data conflicts that your support ops team would have to untangle later.

Connect Cresta to Zendesk

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

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