Announcement: Allowing businesses to provide customer support over OpenAI’s ChatGPT (EAP)

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
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<td style="height: 22px; width: 33.3333%;">April 30, 2026</td>
<td>April 30, 2026</td>
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</table></figure><p>We are excited to introduce an early access program (EAP) making ChatGPT available as a channel for customer support. This allows businesses to provide customer support directly within OpenAI’s ChatGPT, leveraging your existing Zendesk help center articles and business processes to resolve requests on the interface where your customers are.</p><p>This article includes these sections:</p><ul>
<li data-list-item-id="e9806e3d991920412cd72e39d2ab5d571"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e659876875112f2ab8856e436cd8b4e0f"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e08292eb7b662ae1d733c920ea98f1e82"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505"> What is changing?</h2><p>By leveraging <a href="https://openai.com/index/introducing-apps-in-chatgpt/" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">OpenAI’s Apps SDK</span></a> and the Model Context Protocol (MCP) server, Zendesk enables businesses to extend their support presence directly into the ChatGPT interface. Key features included in this EAP are:</p><ul>
<li data-list-item-id="e577356c7fc78df99b509899f42310cee">
<strong>Quick resolution with generative answers:</strong> Enable users to get trusted, structured responses generated directly from your account’s Help Center content.</li>
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<strong>Personalized support: </strong>Authenticated users can receive personalized support, such as delivery reschedule, by executing business processes (via <a href="https://support.zendesk.com/hc/en-us/articles/8855513857306-Understanding-the-action-builder-and-action-flows" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">Action Flows</span></a>) set up in Zendesk, directly within the OpenAI’s ChatGPT interface.</li>
<li data-list-item-id="e06d267b718fc74babc1a7086762dbe8a">
<strong>Seamless human escalation:</strong> If an issue requires assistance from agents, the system can collect the right information and automatically create a Zendesk ticket, allowing agents to follow up via the customer’s preferred channel.</li>
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<strong>Unified context and reporting:</strong> All interactions are recorded within Zendesk as tickets, ensuring businesses maintain full transparency and can track LLM-based support metrics alongside other channels.</li>
</ul><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>As customers increasingly turn to AI assistants, businesses need a way to ensure the support provided is accurate and follows standard business processes. </p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>While this capability is free for the duration of EAP, there will be pricing and packaging when it is generally available. </p><p>If you are interested in participating in this EAP, please fill out this <a href="https://forms.gle/rCZUq6Kqm5X7aQa66" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">EAP form</span></a>. We will reach out with the required information to help evaluate this new channel, if this is the right fit for you and getting started. There is no obligation at all to launch by signing up for the EAP.<br><br> </p>