Zendesk Marketplace · Customer Support

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.

Install Watari freeSee pricing
Trial
14 days · 10 Mapped Issues
Card required
No
Setup
OAuth + 1 webhook
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, 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.

Vision-aware on screenshots

Customer screenshots, DevTools captures, and image attachments are parsed by a vision-aware model 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 synthesizes one from the last 365 days of commits (exponential decay Ï„ = 180 days, bots filtered, co-authors credited) and opens a one-click adoption PR.

Customer reply gated on deploy

The customer-facing RCA is held until the GitHub deployment_status webhook fires success and the Compare API confirms the merge SHA is live in production. 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

  1. Install Watari from the Zendesk Marketplace

    One-click install from the Zendesk Marketplace listing. Watari authenticates via OAuth against your Zendesk subdomain. No proxy server, no agent macros, no agent training required.

  2. Watari registers a webhook on your Zendesk account

    Trigger options: fire on ticket creation, or only when a configured tag (e.g. needs-engineering) is applied. Existing agent workflows are untouched, Watari is webhook-driven on the support side.

  3. Bug extracted into a structured, schema-validated record

    Severity, reproduction steps, expected vs actual behavior, customer impact, and original-language verbatim, extracted by a vision-aware model with structured outputs. Below 0.7 extraction confidence, the bug is queued for review and never billed.

  4. 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.

  5. 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 status is observed; reviewer comments trigger non-force regenerations. 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 install time via OAuth; you control which tickets reach Watari using a tag-based trigger if you prefer.

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
A single customer-facing comment posted back to the ticket after the fix is live in production (the RCA). Optional: an internal note linking to the draft PR.
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 · 10 Mapped Issues included · no credit card required. 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.
  • Per-region data residency on request (details).

Frequently asked questions

What does Watari install in my Zendesk account?

A single OAuth integration and one webhook subscription. The webhook fires on ticket creation, or only when a configured tag is applied, your choice at setup. No agent macros, no proxy server, no app inside the agent workspace. The agent works tickets exactly as before.

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 fans out across every repository scoring ≥ 0.7 relevance. 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 store your source code, only vector embeddings and metadata; the actual code is fetched from GitHub 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.

Your next support ticket arrives as a draft PR.

Connect Zendesk, Intercom, or Freshdesk, then GitHub or Azure DevOps. Tickets land mapped to the file, function, and line, ready for your reviewer to take over.

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Trial length
14 days
Bugs included
10 Mapped
Card required
No
Mismapped credit
7 days
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