The ticketing_router skill

Written by Joseph Russo, Principal Architect, Networks and Tech, AskVault · Reviewed by Allison Chan

Last updated: September 26, 2026

TL;DR

ticketing_router is meant to open a Zendesk ticket when your agent can't resolve a conversation. It needs a Zendesk connection that AskVault can't make today, so it creates no tickets. To hand a conversation to a person, use the escalate_to_human skill and the Live Chat inbox.

Status today

• Before it does anything, the skill looks for an active Zendesk connection on your workspace. AskVault has no way to create one today: Zendesk isn't among the apps you can connect, and the Zendesk option under Knowledge > Add Source imports Help Center articles only.
• So with the skill turned on, a conversation that would have become a ticket gets no ticket.

What to use instead

• Hand the conversation to your team: the escalate_to_human skill sends it to AskVault's Live Chat inbox.
• Answer from your Zendesk articles: import your Help Center as knowledge.

Related guides

• Zendesk integration setup
• Zendesk integration use cases
• Escalate to human skill

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