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Zendesk Playbooks

Here you'll find how to set up specific use cases for your Zendesk AI agent

Only use AI agent for out-of-hours replies in Zendesk Tickets

To set your Zendesk AI agent to only reply to tickets out-of-hours:

  1. Create a schedule in Zendesk for your business hours

  2. Edit the My AskAI trigger in Zendesk "Notify My AskAI..."

  3. Add a new condition to the list "Meet ALL of the following conditions"

  4. New conditions: Ticket within business hours > is > No

This means that the AI agent will only be notified about tickets outside of business hours.

How to collect email on handover/escalation in Zendesk Messaging

When a Zendesk Messaging conversation has been handed over or escalated to an agent, you will likely want to collect the email address of the user or customer if they were a visitor.

There are 2 ways you can do this depending on your needs:

1. Collect the email using a form within the Zendesk Messaging widget

Pros: The email is collected using a form so the email can be added as an attribute or property within Zendesk ticket or user.

Cons: The message sent when collecting the email cannot be edited, it will say "We're offline. Check back later or leave your email to be notified when an agent responds".

How to set up:

  1. In Zendesk go to: Objects and rules > Business rules > Messaging triggers

  2. Create a trigger and name it e.g. "Ask for email after human handover" with a description e.g. "Ask for email after the AI agent hands the messaging conversation to a human agent"

  3. Setup with the following settings: Activate this trigger = checked Run only once per ticket = checked Visual selected Run trigger = When a customer requests a conversation Conditions = Match ANY of these conditions - Customer email Does not contain @ Actions = Request email (continuous conversation)

2. Collect the email in the chat within the Zendesk Messaging widget

Pros: Complete customizability of the email request message.

Cons: The email is collected within the chat as text, it is not saved to the Zendesk ticket or user itself.

How to set up:

  1. In Zendesk go to Zendesk Admin Centre > Messaging triggers > Create trigger

  2. Setup with the following settings (as in the below screenshot): Activate this trigger = checked Run only once per ticket = checked Visual selected Run trigger = When a customer requests a conversation Conditions = Match ANY of these conditions - Customer email Does not contain @ Actions = Send message to customer, Name of agent: AI Agent, Message: e.g. What's your email, please?

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