Zendesk (Tickets)
Connect your AI support agent to your Zendesk account and existing Zendesk Tickets, to get AI responses to your support tickets
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Connect your AI support agent to your Zendesk account and existing Zendesk Tickets, to get AI responses to your support tickets
Last updated
Was this helpful?
You can now integrate your AI agent directly into Zendesk Tickets for a seamless AI support experience.
The Zendesk Ticket integration is available on all paid My AskAI plans, .
There are several reasons why you should use your My AskAI within Zendesk Tickets:
You get access to an intelligent AI agent, directly within Zendesk Tickets that can automatically and instantly answer user or visitor queries, using your company knowledgebase.
AI answers provided with "References" to the sources used to answer the question.
Login to your Dashboard and go to Channels.
Once enabled you will see "Live Chat apps" appear, click on the Zendesk icon.
Select 'Zendesk Tickets'
Allow access to your Zendesk account
You'll then be shown a "Connecting to Zendesk" screen, which will take a few seconds, once connected you will be redirected back to My AskAI.
You can now choose whether you want your AI agent to only reply to the 1st message in a ticket or to all messages in a ticket by selecting the relevant option.
By default your Zendesk Ticket AI agent will respond to Email tickets that are "New" or "Open" (identified by a webhook trigger).
If you want the Zendesk Ticket AI agent to respond to other channels, for example, a web form, then you will need to add a new trigger by either:
Duplicating the "Trigger" in Zendesk (if you want a web form in addition to your email tickets)
Editing the "Trigger" in Zendesk (if you only want it to respond to another channel, not email tickets)
Only change or update the Channel DO NOT edit any other trigger settings.
When a ticket is replied to by your AI agent in Zendesk Tickets a tag ai-agent-replied is added to the ticket
When a ticket is replied to by a customer (if they need more help for instance) then the tag human-handover-requested is added to the ticket.
This can be used to run a Trigger or Automation to re-assign a ticket to human agents.
You can customize the appearance of your AI agent by naming it and giving it a logo. This name and logo will appear within your Zendesk Ticket workspace and on replies to customers.
Once you've connected the My AskAI agent within your Zendesk Admin Centre, it will automatically start responding to user's questions with Internal Notes within the Zendesk Ticket responder by default.
For the first question of each ticket an Internal Note will be generated by the AI, you can then use this information to assist you in the composition of your response.
With each question, the links used to answer the question will be provided.
Alternatively, you can have your Zendesk Tickets AI agent respond directly to customers by toggling to "Reply directly to customers" within your Zendesk Ticket setup settings in My AskAI.
By default, all messages of the ticket will be replied to, however you can change this by selecting "Reply to 1st message only".
Here it is in action:
If you’re using your AI agent to directly reply to users in Zendesk Tickets, we recommend you disable automatic email replies (for ticket creation acknowledgement), otherwise users will receive multiple emails.
This can be done by deactivating the below Trigger.
If you select "Reply to 1st message only" any further questions or responses will be handed over to you, as the agent, to address.
If however, you have selected for the AI to "Reply to all messages" then you can choose when you want the AI to hand over the conversation to your human agents, either select:
"Can't answer a question" - when it can't answer a question, instead of saying as such, it will automatically pass over to a person AND it will also handover if a user requests to speak to a person.
"Customer handover request"- it will only handover if the customer explicitly requests to speak to a human agent
To use it:
Open a new ticket
Select the icon and then click "Draft AI agent response"
An AI response will be generated for you like magic!
You can prevent "instant" human handover on the 1st message in a conversation on Zendesk Tickets by navigating to Channels > Zendesk and then toggling the "Ask for more information before handover" feature.
This option is on by default.
When a user tries to handover immediately they will be asked to provide more information first. On any subsequent messages, they can initiate a handover to an agent.
Login to your Dashboard and go to Channels.
If enabled you will see "Live Chat apps" appear, click on the Zendesk icon.
Select 'Zendesk Tickets'
Expand the "Install My AskAI within Zendesk" header and click "Delete Zendesk Integration" then confirm your deletion.
You can confirm they have been imported by going to the Knowledge section of your Dashboard.
To stop the AI agent replying in Zendesk tickets, just reply to the ticket yourself and the AI agent will automatically stop replying.
To pause or temporarily pause AI replies or notes in Zendesk Tickets go to Channels > Zendesk Tickets then scroll to the toggle for "Pause AI agent".
When you are ready to turn it back on, just toggle the Pause button once more and it will start responding again.
Your AI agent can respond either to users, generate for you, or .
You can add more knowledge to your AI agent in addition to your website and Zendesk help center by using our or .
You don't have to add any code to your site and you don't need a developer, .
You can add your AI agent to too.
As well as an AI agent, you get all our other features like , , , , and more.
Install My AskAI to your Zendesk workspace ()
Enter your Zendesk sub-domain (you can find instructions on how to find your sub-domain ) and click 'Connect your Zendesk account'.
Once back at My AskAI, you can choose how you want your AI agent to reply, by default it will create responses, but you can also enable .
You will now be generating AI replies to your tickets, test it out by emailing your Zendesk inbox.
When using in either or reply mode, by default your Zendesk Ticket AI agent will respond to all Ticket message sent to you. You can change this however by selecting "Reply to 1st message only".
If you only have set your AI agent respond to the first Ticket message you can also continue using our AI agent responses for follow-up questions with our .
Once you have , you can also use your AI agent within the agent workspace to draft a reply to the customer's follow-up questions whenever you want.
Within the response composer, find the magic sparkle icon
Yes, when you connect your Zendesk account to My AskAI, we will automatically import your Zendesk Macros as (where you can edit and manage them).
