OVERVIEW
Identity Risk Intelligence for Zendesk shows you the identity risk behind each request, so your team can make confident decisions and maintain consistent performance whether it's faster service for trusted customers or a closer look before you issue refunds to risky ones. It’s available as both a Zendesk app and connector. The app shows identity insights directly in the ticket sidebar for your human agents; while the connector brings the same insights into your automated workflows and AI agents, so you can route, tag, or escalate tickets based on risk.
TABLE OF CONTENTS
The Challenge Every Support Team Faces
Meet Identity Risk Intelligence
What Your Team Can Achieve
Powered by Riskified's Global Network
The More You Share, The More You See
Ready to get Started?
The Challenge Every Support Team Faces
Your agents are often the first to encounter customer abuse, but they make subjective decisions based on partial information, so one agent may approve a claim that another would deny.
- They only see the account, not the person. A serial abuser can open a new account or change their details and look like a first-time customer.
- Support and fraud teams work in silos. Your fraud team may already know a customer is risky, but that insight rarely reaches the agent handling the ticket. And when it does, it requires an escalation process, which costs time and money.
- AI agents have the same blind spot. As more requests are handled automatically, AI agents resolve them with the same limited view, so abuse can slip through faster and at scale.
And the stakes keep rising. Return fraud alone cost U.S. retailers an estimated $76.5 billion in 2025, according to the National Retail Federation. At the same time, AI tools make it easy to file refund requests, claims, and complaints at a scale no human could.
Meet Identity Risk Intelligence
Identity Risk Intelligence brings Riskified's identity insights straight into your Zendesk workflow. When a customer reaches out, it checks them against Riskified's identity engine in real time.
- The app shows your human agents a clear risk assessment in the ticket sidebar.
- The connector adds identity insights action to your automated workflows and AI agents, enabling them to route, tag, or escalate tickets based on risk categories and indicators.
The App: Identity insights for your agents
| What you get | Why it matters |
| Identity Risk Analysis on every ticket | Every requester is assigned an Identity Category: New Identity, Low Risk, Medium Risk, or High Risk. This one clear signal tells your agent whether to fast-track the request or take a closer look. |
| Supporting indicators | The story behind the category, such as order history, claims, chargebacks, and connected accounts, so agents can act with confidence. |
| Identity resolution across the network | Matches the requester’s email against Riskified’s network data to spot patterns no single store can see on its own, like one person behind many accounts. |
| Admin control | You decide which insights each agent team sees, so every agent group gets exactly what it needs. |
The Connector: Identity Insights for Your Automations
| What you get | Why it matters |
| The Get identity insights action | Brings the requester’s Identity Category and supporting indicators into your Zendesk workflows. |
| Risk-based automation | Route, tag, prioritize, or escalate tickets based on risk, with no manual review needed for every case. |
| Guardrails for AI agents | AI agents check identity risk before issuing credits, replacements, or account changes, and hand risky cases to a human. |
What Your Team Can Achieve
Identity Risk Intelligence looks beyond the account that submitted the ticket. Using the requester’s email address, Riskified links related names, emails, addresses, phone numbers, and purchase history across its network to identify the person behind the request, even if they’ve used other accounts or changed their details. This helps agents recognize trusted customers and flag repeat abusers.
- Make consistent decisions, no matter who handles the ticket. Every agent sees the same data-backed guidance, so the outcome of a ticket doesn’t depend on who answers it. New agents can make the same call as your most experienced ones.
- Stay aligned with your fraud team. Your support and fraud teams work from the same identity risk benchmark. Service decisions reflect your fraud strategy, which reduces conflicting calls and back-and-forth between teams.
- Resolve faster for trusted customers. Offer faster resolution and priority treatment to low-risk customers, reduce backlog during peak and sale seasons, and protect customer lifetime value and satisfaction.
Powered by Riskified's Global Network
Identity Risk Intelligence uses the same network data that Riskified uses to help global brands prevent fraud and abuse. It draws on billions of orders, claims, and chargebacks from merchants worldwide, so your agents benefit from what the entire network has seen, not just your store’s history.
That means even a customer who's brand new to you may not be new to Riskified. Across the merchants we analyzed, 78% of purchasing customers already had a history in the Riskified network.
The More You Share, The More You See
Every merchant gets value from day one with Identity Risk Intelligence. The insights get deeper as you share more data with Riskified.
Below is a breakdown of what data you can receive:
| All Merchants | Merchants who already work with Riskified and send their store order and chargeback data | Merchants who already work with Riskified and send their store order, chargeback, and claim data | |
| Data used | Network Data | Network data + your store’s order data | Network data + your store’s order and claim data |
| What you see | An instant risk signal based on customer activity across the Riskified network | Network insights, plus the customer's history with your store | The full identity view on every ticket across the entire order cycle |
| Highlights | Network familiarity, declines, and chargebacks from other shops | Your orders, declines, cancellations, and chargebacks; linked emails, cards, phone numbers, and addresses; Identity Explore | Everything in the previous tier. Plus, refunds, returns, and other claims at your store and across the network |
| Best for | Spotting risk in customers who are new to you | Seeing patterns across your own customer base | Catching abuse with full confidence |
Ready to Get Started?
Every merchant receives a free 30-day trial. See below on how to start and set up Identity Risk Intelligence.
Merchants New to Riskified
We are excited to begin our partnership with you!
You don't need to be a Riskified merchant to get started. Install the app or connector. You and your agents will immediately see what Riskified knows about each customer across its global network. It's especially powerful for first-time customers, where your own data can't tell you anything yet.
And this is just the beginning. When you share your order data with Riskified, your own customer history joins the picture. Add your claims data, and you unlock the full identity view on every ticket. Partnering with Riskified can also extend our fraud protection across the rest of your customer journey, from account creation through checkout to disputes.
Ready to add the app? See Installation for Merchants New To Riskified.
Merchants Already Using Another Riskified Product
If you already share data with Riskified, Identity Risk Intelligence turns that data into an advantage for your support team. Your agents can see your own customer history and the Riskified network directly in their Zendesk workflows.
Ready to add the app? See Installation for Merchants Already Using Riskified.