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.

Follow these steps to collect any email or data on a customer at escalation and specifically:

Enable email collection by clicking "Use both verified and unverified emails" in the Zendesk Messaging settings in Zendesk (accessible via the Admin panel and going to Messaging > Messaging Settings).