Watari for Zendesk
Support tickets become draft pull requests, mapped to the line.
Watari connects to Zendesk via OAuth, extracts a structured bug from every qualifying ticket, and maps it to the file and function in your GitHub repository. The draft PR is opened with the patch and the test. The customer-facing RCA waits for your production deploy to confirm the fix is live.
- Trial
- 14 days of Growth · 3 repositories · 10 Mapped Issues
- Card required
- No
- Setup
- OAuth + 1 tag
- Mismapped credit
- 7 days
What is Watari for Zendesk?
Watari for Zendesk is a Marketplace app that turns customer support tickets into draft GitHub pull requests. It reads each ticket via webhook, extracts a structured bug when the ticket reports one, ranks the most likely file and function in your repository at ≥ 0.7 confidence, and opens a draft PR routed via CODEOWNERS. The customer-facing RCA is published back to the ticket only after the merge lands in a successful production deploy.
Why support and engineering teams install Watari for Zendesk
Mapped to the file and function
Every Zendesk ticket clears a dual ≥ 0.7 confidence gate (extraction and code-mapping) before it becomes a Mapped Issue: paired with the exact file and function in your repository, not a vague label.
Reads every screenshot
Customer screenshots, DevTools captures, and image attachments are read alongside the ticket text. Repro steps and severity are extracted automatically.
Draft pull request in your repo
Watari writes the patch and the test, runs them through type and lint checks, and opens the draft PR routed to the right reviewer via CODEOWNERS, type-clean and ready for review.
CODEOWNERS-aware reviewer routing
Reviewers are picked from your existing CODEOWNERS file. No CODEOWNERS? Watari suggests owners from who actually changes each file, and opens a PR to adopt them.
Customer reply gated on deploy
The customer-facing RCA is held until your production deploy contains the fix, not just the merge. A later rollback parks the RCA and surfaces a banner.
Multi-lingual, multi-channel dedup
Customer verbatim is preserved in the original language (Hinglish, Spanglish, anything). Duplicate reports across Zendesk + Intercom + Freshdesk + email cluster into one canonical bug: one PR, RCA fan-out to every linked ticket.
How Watari turns a Zendesk ticket into a draft PR
Create a workspace and connect Zendesk
Start a Watari trial, open Settings, then Connected tools, and connect Zendesk. You sign in to Zendesk as an admin and approve access on Zendesk’s own consent screen. No proxy server, no agent macros, no agent training required.
Choose the tags that send a ticket to Watari
Pick one or more tags, for example needs-engineering. Watari creates a webhook and a trigger in your account that forward tickets carrying any of those tags. Untagged tickets are never sent, and existing agent workflows are untouched.
Bug extracted into a structured, schema-validated record
Watari reads the ticket and every attachment, and extracts severity, reproduction steps, expected vs actual behavior, customer impact, and original-language verbatim. Below 0.7 extraction confidence, the bug is queued for review and never billed.
Bug mapped to the file and function in your repository
Watari searches your indexed code and ranks the candidates by how likely each is to be the cause, each with a 0–1 mapping confidence. A Mapped Issue requires a confident extraction and at least one candidate location above threshold; the ranking is not a certainty, and a mapping that misses is creditable for 7 days.
Draft PR opened, CI watched, customer reply held for deploy
The draft pull request is opened in GitHub with the patch, the test, and reviewers from CODEOWNERS. CI is watched; when it fails, Watari pushes a follow-up commit. Reviewer comments get a follow-up commit. After the merge lands in a successful production deploy, the customer-facing RCA is posted back to Zendesk in the customer’s language.
What Zendesk data Watari accesses
Watari accesses only the Zendesk data required to extract a structured bug and map it to code. All scopes are requested at connect time via OAuth, and only tickets carrying a tag you choose ever reach Watari.
- Read
- Ticket subject, body, public and internal comments, status, priority, tags, custom fields, requester display name and email, and attachments (including screenshots) for tickets you scope to the integration.
- Write
- Two things. Internal notes as the issue moves, each with a reply your agent can send the customer now; they are on by default, you can switch them off, and your customer never sees them. And the root-cause update your team approves, posted to each reporting ticket after the fix is live, as a public reply or an internal note. Watari does not change ticket status, tags or assignees.
- Store
- Extracted bug records, code-mapping results, and a token reference. Tokens and webhook secrets are AES-256-GCM encrypted before persistence. Tenant data is isolated via Postgres row-level security on every table.
- Never used for
- Model training. Your tickets and source code are not used to train any model, ours or any third party’s. Full detail at watari.ai/security.
Pricing
You only pay when Watari delivers a Mapped Issue: a bug, or a code-actionable feature request, paired with the file and function Watari ranks as the most likely cause. PR drafts, customer-facing RCA, and Jira / GitHub Issues sync are bundled.
Starter
$400/mo
20 Mapped Issues included · $25/bug on-demand
For small support teams routing their first Mapped Issues.
Growth
$900/mo
60 Mapped Issues included · $20/bug on-demand
For teams running customer support at production volume.
Scale
$1,800/mo
150 Mapped Issues included · $15/bug on-demand
For multi-repo SaaS with a dedicated support function.
Indian buyers (with GSTIN) are billed in INR; everyone else in USD.14-day free trial of Growth · up to 3 repositories · 10 Mapped Issues included · no credit cardrequired. Annual billing saves 17%. Full plan comparison at watari.ai/pricing.
Security & privacy
- OAuth-only install: no shared API keys.
- Tokens and webhook secrets AES-256-GCM encrypted at rest.
- Postgres row-level security on every tenant-scoped table.
- Your tickets and code never train any model.
- HMAC-verified inbound webhooks on every request.
- Disconnecting removes the webhook and trigger (details).
Frequently asked questions
What does Watari install in my Zendesk account?
One OAuth connection, one webhook and one trigger. The trigger forwards only tickets carrying a tag you choose. No agent macros, no proxy server, no app inside the agent workspace. The agent works tickets exactly as before, and disconnecting removes the webhook and trigger Watari created.
What Zendesk data does Watari access, and what does it store?
Watari reads ticket subject, body, public and internal comments, ticket metadata (status, priority, tags, custom fields), requester display name and email, and attachments (including screenshots) for the tickets you scope to the integration. Tokens and webhook secrets are AES-256-GCM encrypted before persistence. Customer ticket content is processed for bug extraction and code mapping; it is not used to train any model.
How is this different from a Zendesk macro or a Jira sync app?
A macro routes a ticket to a queue. A sync app copies a ticket into Jira as another ticket. Watari turns the ticket into a draft pull request mapped to a real file and function in your repository, and writes the customer back when the fix is in production. You get a diff your reviewer can take over, not another ticket on another board.
When am I billed?
You pay per Mapped Issue: a bug, or a code-actionable feature request, paired with the file and function in your repo, both at ≥ 0.7 confidence. PR drafts, customer-facing RCA, and Jira/GitHub Issues sync are bundled. The meter fires at persist time of a qualifying bug; non-bug tickets (billing questions, account requests) never cross the gate. If we map to the wrong file, flag it as Mismapped within 7 days for a credit on your next invoice.
Does Watari work across multiple repositories?
Yes. Watari opens a draft PR in every repository the fix touches. Each contributing repo gets its own draft PR routed via that repo’s CODEOWNERS. The customer-facing RCA is held until every contributing PR merges and the production deploy confirms the fix is live.
What if Watari can’t fix the bug?
Some bugs are infrastructure-only, content-only, or out-of-scope for the indexed code. Watari surfaces those with a not-fixable classification and a one-line explanation. The Mapped Issue is still useful to engineering (it carries the structured repro, severity, and customer impact), the PR draft step is the part that gets skipped.
Is my source code safe?
Tokens, refresh tokens, and webhook secrets are AES-256-GCM encrypted before they hit the database. Tenant data is isolated via Postgres row-level security on every table. We don't keep a copy of your repository, only vector embeddings, metadata and a few-line preview per mapped code location; other code is fetched on demand and discarded after use. We never train models on your code. Full security and privacy details at watari.ai/security.
Do I need to connect GitHub to use Watari with Zendesk? What about Azure DevOps?
Watari opens pull requests in GitHub or Azure DevOps, connect whichever your team uses (you can even mix both in one workspace). Bug extraction and Slack/Linear/Jira notification can run with just Zendesk and the notification provider; the Mapped Issue billing event and PR drafting require a connected repository. Most teams connect all three (Zendesk, GitHub or Azure DevOps, plus their notification destination) to get the full support-to-PR loop.
When a support ticket reports a bug, your engineers get a drafted fix.
Connect your help desk or your issue tracker, then GitHub or Azure DevOps. Watari maps each bug to the exact file and function in your code and drafts the fix as a pull request your CI checks.
14 days free. No card. Cancel any time.