Make.com Zendesk AI Memory: Persistent Memory for Support Scenarios
Make.com Zendesk scenarios trigger on each new ticket in isolation — no memory of this customer from previous tickets. retainr adds persistent per-customer memory so your AI support agent knows every past issue before generating a response.
Create a free retainr account at retainr.dev/dashboard. Copy your API key. Takes 30 seconds.
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Add HTTP GET to search customer history
After the Zendesk trigger in your scenario, add an HTTP GET module: https://api.retainr.dev/v1/memories/search?namespace=zendesk:{requester_email}&q={ticket_subject}&limit=5. Authorization: Bearer YOUR_KEY. Inject results into your AI module.
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Add HTTP POST to store each ticket resolution
After your AI module or when the ticket closes, add an HTTP POST module to https://api.retainr.dev/v1/memories. Body: namespace (zendesk:{requester_email}), content (issue category, resolution, recurring patterns). Every customer builds a permanent support memory record.
How does retainr add memory to Zendesk AI support in Make.com?
Zendesk triggers a new Make.com scenario execution for each ticket — there is no memory of past tickets from the same customer. retainr stores resolution notes and patterns per customer email. When a new ticket arrives, retainr returns the most relevant past interactions so the AI response accounts for the full customer history.
What namespace should I use for Zendesk customers in Make.com?
Use the requester email: zendesk:{requester_email}. This links all tickets from the same person under one memory namespace. If your Zendesk users have numeric IDs, you can also use zendesk:{user_id} — both approaches are stable.
What should I store in Zendesk ticket memory via Make.com?
Store: the issue category, root cause, resolution steps taken, and whether the customer was satisfied. Avoid storing full ticket transcripts — store summaries. 2-3 sentences per ticket is usually enough for the AI to retrieve relevant context on the next ticket.
Can retainr detect repeat issues from the same customer in Make.com?
Yes. If a customer opens their third ticket about billing, the retainr search returns the previous two billing tickets as context. Your AI can note the pattern, escalate appropriately, or offer a proactive resolution instead of repeating the same troubleshooting steps.
Does this work with Make.com Zendesk webhook triggers?
Yes. Configure a Zendesk webhook on ticket creation or update that triggers your Make.com scenario. The retainr HTTP modules slot in after the incoming ticket data is parsed, before the AI module generates the response.
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