Hey @user1190​ Racheal from the support engineer team here👋 

It currently isn't possible to add the Zendesk app to your Outbound Custom Bot, but with the Zendesk Support app you can create a new ticket in Zendesk from a conversation- just click ‘Create a new ticket’:Maybe for a workaround here you can create your two paths in the Custom Bot, the path that leads to Zendesk you can route to a separate Zendesk inbox within Intercom, where your teammates won't need to reply but rather create the Ticket. If you have the dev. power you also may be able to create some automation using Zendesk's API and the Intercom API.

I need the customer to create the ticket, not the agent. Talking to the dev and studying the KPI could help, though. Thank you.