Sweo for Zendesk tickets: FAQs

In Sweo, a conversation is marked as deflected when Sweo resolves it or automatically determines that no response is needed—usually because the incoming message has been flagged as junk or spam. This happens before any agent interaction takes place.

You might still see an agent assigned to the ticket in Zendesk, and they might have added internal notes or reassigned it, but if no public reply was sent and Sweo previously flagged the message as spam, the conversation will still be counted as deflected in Sweo’s reports.

This setup allows Sweo to avoid engaging with potentially harmful or irrelevant content, while your team retains full visibility and control to review and handle anything that was flagged incorrectly.

If you’ve renamed a ticket field in Zendesk and the new name isn’t reflected in Sweo’s workflow builder, it’s likely because the integration needs to be manually re-synced.

To update the ticket field names:

This will update the ticket field names across the Sweo platform, including the workflow builder, ensuring they reflect the most recent names from Zendesk.

This is expected behavior. Conversation tags in your Sweo workspace are different from the tags Sweo applies in Zendesk.

When Sweo interacts with Zendesk tickets, it automatically applies specific tags in Zendesk to help with routing and reporting:

However, these tags do not appear inside the Sweo workspace and therefore are not included in the “Conversation tag” filter within your Sweo Custom Report. Instead, tags visible in that section are only those you’ve manually created and applied within your Sweo workspace.

Your Sweo Custom Report does include breakdowns on involvement, resolution rates, and handoffs to the team, based on Sweo's behavior—just not based on Zendesk tags.

If you want to filter reports using tags like fin-involved or fin-resolved, you can do so directly in Zendesk’s reporting tools where those tags are applied and available.

If your test tickets are being assigned to Sweo but you’re not seeing any response, the most likely reasons are either a missing step in your Zendesk workflow or a lack of relevant knowledge for Sweo to respond with.

Sweo typically requires 30–60 seconds to generate a reply over email. Ensure you wait sufficient time after assigning the ticket to Sweo before investigating further.

Here are a few things to double-check:

If your organization undergoes a rebranding and your Zendesk domain changes, you'll need to update your Sweo workspace to connect to the new Zendesk subdomain. Follow these steps:

Finally, review your Sweo workspace content:

By following these steps, you can seamlessly switch your Sweo workspace to a new Zendesk domain and maintain a consistent support experience.

Yes. If direct emails to support@example.com create tickets in Zendesk, Sweo can respond to them. Once a ticket is created—whether from a web form or a direct email—you can assign it to Sweo using the Let Sweo handle step in your workflow. Sweo will reply to the customer via email, using the same channel the ticket originated from.

If you recently disconnected/reconnected Zendesk, Sweo will recreate its required triggers—so it’s worth re-checking which triggers are active and whether any customizations were overwritten or duplicated.

The Company Name in a Zendesk ticket is populated using a variable in the Sweo workflow configuration. However, this variable can only pull the name if the User involved in the conversation is associated with a Company in Sweo. If no such association exists, the Company Name field will instead display a fallback value, if a fallback has been configured.

To make sure the Company Name appears in the Zendesk tickets generated:

If you’re seeing an error similar to below:

"Failed to handoff to new Zendesk ticket.

​Intercom error details:

​Intercom Request ID: 00593v4q2hugigda4ptg

​Intercom Job ID: vmulk01gct

​An error has occurred. Please contact Intercom support."

Please check if you have any IP restrictions in place, as this is usually the cause of these issues. If you do, there are two options to resolve this: