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Zendesk App

Your back-office, inside the Zendesk ticket

Support sees the live customer and acts on it without ever leaving the ticket. The Forest app for Zendesk pulls data straight from your own database, governed by your own rules. Nothing is copied into Zendesk. Nothing is left for someone else to action later.

See the app

The customer is right there. So is the fix.

Agents see the live customer in the sidebar and act on it from the same screen. No stale data, no second tool to open. Every action runs under your existing permissions and lands in your audit trail.

The right customer, found for you

Forest matches the ticket sender to the customer, user, or partner in your data and surfaces it in the sidebar. Nothing is duplicated into Zendesk. The agent is looking at the same record the rest of the business relies on, exactly as it stands right now.

Resolve it here, not three tabs away

The Smart Actions your ops team runs in Forest (reset, refund, re-screen, escalate) run from inside the ticket. No second tab, no request filed with engineering, no retyping the same details into yet another system.

The permissions you already trust

Actions inherit the agent's Forest role, down to the table, with maker-checker wherever you've set it. There's no parallel access model to keep in sync: whatever an agent can do in Forest is exactly what they can do from the ticket, no more.

A trail that holds up under audit

A refund raised from a ticket is written to your system of record, not just noted in Zendesk, where logs can be edited or deleted. Every action lands at the record level, which is precisely what an LCB-FT or ACPR review will ask you to produce.

Only the agents who should

Lock the app to specific Zendesk roles and groups at install. Agents with no business touching the back-office simply never see the actions. Everyone can read the record; only the right people can move it.

Your data stays on your side

The app talks to your Forest MCP Server, which the Forest Agent runs inside your own environment. Customer data reaches a provider only at the moment its service is called, and never sits on a Forest server in between.

Where it belongs

Some work belongs in the ticket. Some belongs upstream.

A decision already made

The agent knows the next move: collect a document, kick off a re-screen, issue a refund, flip a status. One governed action, taken in seconds, recorded as it happens.

A decision still to make

An AML alert, a contested dispute, an escalation with several moving parts. Anything where the agent has to piece the story together before acting. The ticket is too narrow a window for that work.

One trail to reconstruct

Wherever the action is taken, it writes to the same record-level log. When a regulator asks what happened, there's a single account to follow, not two partial ones stitched across systems.

Frequently asked questions

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What does the Forest app actually do inside Zendesk?

It pulls the matching customer from your Forest data into the ticket sidebar and lets the agent run Forest Smart Actions on it, right there. The record never leaves your system; the agent simply works it without opening another tool. See the Zendesk app guide.

Does my customer data get copied into Zendesk?

No. The app reads your data live through the Forest MCP Server, which runs inside your own environment. What the agent sees is rendered in the ticket on the fly. Nothing is stored on Zendesk's side.

How are permissions handled?

Each action inherits the agent's Forest role, with permissions down to the table and maker-checker wherever you've set it. It's the model you already run, so there's nothing separate to maintain. You can also limit the app to specific Zendesk roles and groups at install, so the actions only appear for the agents who should have them.

Zendesk already logs activity. Why does the Forest trail matter?

Because a Zendesk log can be edited or deleted, which is exactly what makes it unconvincing to a regulator. An action taken through Forest is written to your system of record at the record level, and that's the form of evidence an LCB-FT or ACPR review expects to see.

How does the app relate to the Forest MCP Server?

The MCP Server is what the app runs on. The Zendesk app is one client among others; it calls the MCP Server to read data and trigger actions, just as Claude or n8n would. That's why the server has to be enabled first, and why its address is the forestAgentUrl you enter at install. See the MCP Server guide.

What needs to be in place before I install?

The Forest MCP Server has to be enabled on your project, and you'll need its URL (the forestAgentUrl) to finish the install. If you're not sure whether it's running, your tech team can set it up in a few steps. See the MCP Server guide.

How do I install and configure it?

Install the Forest app from the Zendesk Marketplace, give it your forestAgentUrl and the ticket field used to match a sender to a record, and optionally restrict it by Zendesk role and group. Then open the app, connect to Forest, and pick your organisation, project, environment, and team. The full walkthrough is in the Zendesk app guide.

When should something go to Forest Workspace rather than the ticket?

The moment the agent has to figure out what happened before they can act. Collecting a document or running a known action belongs in the ticket; an AML investigation or a tangled dispute belongs in Forest Workspace, where the whole picture is in front of them.

How is this different from a Zendesk-native app like Sweethawk?

A Zendesk-native app works on Zendesk's own objects. The Forest app works on your system of record (the database your business actually runs on), with governed actions and a record-level trail behind each one. It reaches into your back-office, not just around Zendesk's data model.

Is the app priced separately?

No. The Forest app is included with your Forest plan.

Zendesk App

Watch it act on a back-office like yours

See the app in action against a record from a system close to yours, and the audit entry it leaves behind.

See the app

Zendesk App

Watch it act on a back-office like yours

See the app in action against a record from a system close to yours, and the audit entry it leaves behind.

See the app

Zendesk App

Watch it act on a back-office like yours

See the app in action against a record from a system close to yours, and the audit entry it leaves behind.

See the app

The operational infrastructure regulated companies grow on

Design by Alasta & Built by Reiya Studio

Terms and Conditions

Data Processing Addendum

Sub-processors

Responsible disclosure Policy

The operational infrastructure regulated companies grow on

Design by Alasta & Built by Reiya Studio

Terms and Conditions

Data Processing Addendum

Sub-processors

Responsible disclosure Policy

The operational infrastructure regulated companies grow on

Design by Alasta & Built by Reiya Studio

Terms and Conditions

Data Processing Addendum

Sub-processors

Responsible disclosure Policy