Flint AI Assistant

Name: Flint AI Assistant
Author: ROCA Tools

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Flint AI Assistant is a native Zendesk app that provides agents with an AI-powered copilot in the ticket sidebar, which retrieves relevant answers from connected knowledge sources (Zendesk Help Centers, PDFs, Intercom) using semantic search and drafts cited responses. The app supports automated first responses via webhooks, flexible AI model selection (OpenAI or Gemini), version-controlled prompt management, and usage tracking by agent. Support teams use it to resolve tickets faster by grounding AI responses in their own documentation rather than generic web results.

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Vendor Description

About ROCA Tools

ROCA Tools builds intelligent support automation that works inside the tools your team already uses. Our mission: help support organizations resolve customer issues faster without sacrificing quality.

What Flint AI Assistant Does

Flint is a native Zendesk Support app that gives agents an AI-powered copilot inside the ticket sidebar. It reads your help center articles, uploaded PDFs, and connected knowledge sources, then drafts accurate replies grounded in your documentation — not generic web results.

Chat with your knowledge base in real time Ask Flint a question from any ticket. It retrieves the most relevant articles using semantic search (RAG) and synthesizes a citable answer in seconds. Responses stream in real time.

Connect multiple knowledge sources Index Zendesk Help Centers, upload PDFs, connect Intercom help centers. Flint searches across all sources in a single query.

Automate first responses with webhooks Set up a Zendesk trigger and webhook so Flint drafts a response the moment a ticket arrives — before any agent opens it.

Choose your AI model Select models from OpenAI or Gemini. Adjust temperature and token limits per conversation.

Manage prompts with version history Edit the system prompt that shapes Flint's accuracy. Every change is versioned so you can diff, roll back, or activate a previous version instantly.

Track usage per agent Admin-only dashboard shows daily token consumption by agent with date-range filters and visual charts.

Built-in billing and subscription management Subscribe, upgrade, or manage your plan without leaving Zendesk. Usage meters and plan badges appear right in the header.

Key Features

Native Zendesk sidebar — no browser extensions or external tabs
RAG over your own documentation
Multi-source indexing: Zendesk Help Center, PDF, Intercom, MCP servers
Test webhook responses directly in the sidebar app before automating
Webhook-driven auto-response on new tickets
Model-agnostic: OpenAI, Gemini, and more
Prompt versioning with inline diff viewer
Per-agent usage analytics
Stripe-powered in-app subscription management
Secure JWT authentication with tenant isolation

Security & Privacy

Flint does not store API tokens on the client. All requests use JWTs validated on every call. Conversations are scoped to your Zendesk subdomain and ticket IDs.

Data Disclosure

Data accessed from your Zendesk account: * Agent profile: name, email, role, user ID * Ticket data: subject, description, status, field values, comments (cached up to 24 hours) * Help Center articles: title, body, section, category (indexed as embeddings) * Webhooks: list, create, update

Data sent to third parties: * OpenAI — messages and ticket context for AI inference. OpenAI does not train on API inputs. * Google Gemini — messages and ticket context for AI inference. Gemini does not train on API inputs. * Stripe — agent email, display name, token usage counts for billing.

Data we do not collect: End-user personal data is not stored. Ticket text is processed transiently and not retained beyond 24 hours.

Retention: Auth tokens expire within 24 hours. Chat threads deleted after 24 hours. Help Center embeddings retained until deleted via app settings.

Installation

Getting Started with Flint AI Assistant

Step 1 — Install the app Click the "Install" button on this page. Select the Zendesk Support account where you want to add Flint, then confirm the installation.

Step 2 — Open the app Navigate to any ticket in Zendesk Support. You will see the Flint AI Assistant icon in the left sidebar navigation bar. Click it to open the admin panel. The chat interface also appears in the right-hand ticket sidebar.

Step 3 — Authenticate On first launch, Flint will prompt you to authorize the app. Click "Authorize" and follow the OAuth flow. This grants Flint read access to your Help Center content for indexing.

Step 4 — Connect a knowledge source Go to the Data Stores tab in the left sidebar and click "Add Source." Enter a Zendesk Help Center subdomain. Flint will verify connectivity, display article and category counts, then begin indexing. You can also upload PDFs or connect help centers from the same screen.

Step 5 — Test responses Switch to the Chat tab. Select a thread or start a new one, type your question, and Flint will respond using your indexed knowledge base. This way you can verify the quality of responses before automating with webhooks.

Step 6 — Set up automated responses Go to the Triggers tab. Flint will automatically create a webhook in your Zendesk instance. Then create a Zendesk trigger (Admin > Objects and rules > Triggers) that fires on new ticket creation and sends a notification to the Flint webhook. New tickets will receive an AI-drafted response automatically.

Step 7 — Customize the AI Go to the Agent tab to change the AI model, adjust temperature and token limits, or edit the system prompt. All prompt changes are versioned so you can roll back at any time.

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