Fullstory generates AI-powered summaries of user sessions directly within Zendesk tickets, enabling agents to quickly understand customer issues, errors, and frustration points without reviewing full replays. The app supports custom prompt profiles that allow teams to define which insights are most relevant to their specific business needs, accelerating ticket resolution and reducing unnecessary follow-up questions. Support teams benefit from faster issue diagnosis and improved customer satisfaction through streamlined context delivery.
Vendor Description
AI-Powered Session Summaries for Zendesk
Drastically reduce ticket resolution time with instant, AI-powered context in Zendesk. Your agents get immediate summaries of user issues for faster, more effective resolutions.
- Instant Answers: AI-generated summaries in every ticket highlight user goals, errors, and frustration, so you can understand the issue without watching the full session replay.
- Custom Insights: Define what information the AI should extract with custom prompt profiles, ensuring agents get the most relevant details for your business.
- Boost Efficiency: Crucial context helps agents diagnose and resolve issues without asking for clarification, leading to quicker resolutions and happier customers.
For information about how Fullstory handles your data, please see our Privacy Policy.
Installation
The Fullstory App for Zendesk lets you see session replays and AI-powered summaries for the customer who submitted a ticket. If you are not yet a Fullstory customer, sign up at Fullstory.
Before you begin, you’ll need your secret Fullstory API key. To find it, log into Fullstory, click on Settings in the org switcher menu (top left button), then select Integrations > API Keys. Create a new key and copy it to your clipboard.
Getting Started
- Click the Install button on this page.
- In the installation settings, enter your API key from Fullstory into the
API Tokenfield. - Optional: To enable AI-powered session summaries, enter your Summary Profile ID. Learn more here https://developer.fullstory.com/anywhere/activation/ai-session-summary-api/. Copy the ID and paste it into the
Summary Profile IDfield in Zendesk. If left empty, sessions will display without AI summaries. - If desired, set the maximum number of matching sessions to display in the
Session Limitfield. - Click Install to save the settings.
- Optional: To ensure the best match results, pass customer email addresses or user IDs into Fullstory using the
fs.identifyscript (learn more).
That’s it! When you open a ticket, you’ll see the Fullstory app in the Apps sidebar. If the user who submitted the ticket is found in Fullstory, you’ll see links to their most recent sessions and have the option to generate an AI summary.
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