Watch it in action
Two minutes. No slides.
How it connects
Three ways in.One seamless experience.
Zendesk Messaging
Native connection. Your AI agent lives inside the same messaging layer your end users already use.
Zendesk Chat
Running Chat alongside Messaging? Certainly plugs into both. Same intelligence for your end users.
Agent Co-pilot
Summarises conversations, pre-fills fields, and leaves internal notes so your end users never repeat themselves.
Zendesk Messaging
Native connection. Your AI agent lives inside the same messaging layer your end users already use.
Zendesk Chat
Running Chat alongside Messaging? Certainly plugs into both. Same intelligence for your end users.
Agent Co-pilot
Summarises conversations, pre-fills fields, and leaves internal notes so your end users never repeat themselves.
Implementation models
Different setups,same goal.
Every Zendesk environment is unique. Here are the most common ways teams deploy Certainly alongside Zendesk, from lightweight triage to full AI-first support.
Tiered triage
Zendesk Answer Bot handles simple, repetitive questions (password resets, order status). Certainly steps in for more complex L1 and L2 queries that need system lookups, logic, or multi-step resolution. L3 issues hand over to your human agents with full context.
Best for: Teams already using Answer Bot who want deeper automation without replacing what works.
AI-first responder + handover
Certainly is the first point of contact for every conversation. It resolves what it can autonomously, then hands over to Zendesk agents with a full transcript, pre-filled fields, and an AI-generated summary when a human is needed.
Best for: Teams that want maximum automation and a clean handover experience.
First responder + agent co-pilot
Certainly handles inbound conversations and resolves autonomously. When a conversation is handed over, Certainly stays active as a co-pilot , suggesting replies, surfacing knowledge articles, flagging sentiment, and pre-filling ticket fields in real time.
Best for: Teams that want AI working before and during the human interaction.
Hybrid with specialised routing
Different channels or brands route through different paths. For example, web chat goes through Certainly first while email stays with Answer Bot, or VIP customers skip straight to human agents with Certainly providing co-pilot support.
Best for: Multi-brand or multi-channel setups with different automation needs per segment.
Handover intelligence
Your agents never start cold.
When a conversation needs a human, Certainly does not just pass it over. It packages everything your agent needs into the Zendesk ticket automatically. No copying. No asking the customer to repeat themselves.
Why us
Zendesk expertise,built in.
Plenty of tools connect to Zendesk. Very few are built by people who have spent years configuring it. Our team handles the complex setups others avoid.
Battle-tested configurations
We have worked with Zendesk setups that would make most vendors walk away. Complex routing, multi-brand instances, custom ticket forms with dozens of fields. We handle it.
Insights that feed back
Every conversation Certainly handles sends structured data back into Zendesk Explore. Your reporting stays in one place. No extra dashboards to check.
Every channel, one agent
WhatsApp, Instagram, Facebook Messenger, email, web chat. Certainly routes them all through Zendesk so your team sees one unified queue, not six.
A fair question
Zendesk AI is good.Here's what a specialist adds.
Zendesk has invested heavily in native AI, and for many teams, it's a great starting point. A specialist partner like Certainly extends what's possible when your ambitions go further.
Model flexibility
Zendesk AI runs on a single model. Certainly lets you bring any LLM, including GPT, Gemini, Claude, or your own fine-tuned model, so you can optimise for accuracy, cost, or speed depending on the use case.
Any LLM
your choice of model
Pricing that scales predictably
Zendesk's per-resolution pricing works well at lower volumes. At scale, costs can grow faster than expected. Certainly offers predictable pricing designed for high-volume teams, so there are no surprises as you grow.
Predictable
no per-resolution fees
A team, not just a tool
Zendesk serves tens of thousands of customers brilliantly. When you want a dedicated partner who configures, optimises, and evolves your AI agent alongside your CX team, that's the relationship Certainly is built for.
Dedicated
partner, not just vendor
Zendesk is the best helpdesk on the market. Certainly is built to make it even better. It's not either/or, it's the combination that gives your team an unfair advantage.
Not just deflection
Your AI agent is also your team's co-pilot.
Most integrations stop at deflection. Certainly keeps working after the handover. It suggests replies, flags customer sentiment, and pulls relevant knowledge articles, all inside the Zendesk agent workspace. Your team resolves faster and with more confidence.
75%
faster resolution when Certainly handles first
80%
of queries resolved without a human
Minutes
to connect, not months
Questions