Zendesk (Tickets)

Connect your AI support agent to your Zendesk account and existing Zendesk Tickets, to get AI responses to your support tickets

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, see our pricing.

What are the benefits of using My AskAI within Zendesk Tickets?

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.

• Your AI agent can respond either directly to users, generate Internal notes for you, or generate AI responses on demand.
• You can add more knowledge to your AI agent in addition to your website and Zendesk help center by using our connections or file uploads.
• You don't have to add any code to your site and you don't need a developer, just connect our app and you're ready to go.
• AI answers provided with "References" to the sources used to answer the question.

• You can add your AI agent to Zendesk's Messenger too.
• As well as an AI agent, you get all our other features like Insights, Email Assistant, Site Search, Private (Internal) mode, Integrations with Slack and more.

How to connect your AI agent to Zendesk Tickets

1. Install My AskAI to your Zendesk workspace (from the Zendesk marketplace)
2. Login to your Dashboard and go to Channels.

3. Once enabled you will see "Live Chat apps" appear, click on the Zendesk icon.

1. Select 'Zendesk Tickets'

1. Enter your Zendesk sub-domain (you can find instructions on how to find your sub-domain here) and click 'Connect your Zendesk account'.

1. Allow access to your Zendesk account

1. 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.

2. Once back at My AskAI, you can choose how you want your AI agent to reply, by default it will create Internal Note responses, but you can also enable Direct replies.

1. 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.

1. You will now be generating AI replies to your tickets, test it out by emailing your Zendesk inbox. You can also set it to reply to other channels (like web forms).

What will my Zendesk Ticket AI agent respond to?

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.

How do I know what the Zendesk Ticket AI agent has replied to and what has been handed to a human agent?

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.

Can I change the name and image of my Zendesk Ticket agent?

1. 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.

How can I use my AI support agent within Zendesk Tickets?

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.

Internal Notes

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.

Direct Replies

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.

How does human handover work when using the Zendesk Ticket integration?

When using in either Direct reply or Internal Note 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 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

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 AI drafting tool.

How can I use my Zendesk Ticket AI agent to reply to follow-up tickets?

Once you have installed your Zendesk Ticket AI agent, 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.

To use it:

1. Open a new ticket

2. Within the response composer, find the magic sparkle icon ✨
3. Select the icon and then click "Draft AI agent response"

4. An AI response will be generated for you like magic!

Can I stop people speaking to a person on their first message on Zendesk Tickets?

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.

How do I remove my Zendesk Ticket AI agent?

1. Login to your Dashboard and go to Channels.

2. If enabled you will see "Live Chat apps" appear, click on the Zendesk icon.

1. Select 'Zendesk Tickets'

1. Expand the "Install My AskAI within Zendesk" header and click "Delete Zendesk Integration" then confirm your deletion.

How can I stop the AI agent replying in Zendesk Tickets?

To stop the AI agent replying in Zendesk tickets, just reply to the ticket yourself and the AI agent will automatically stop replying.

How can I pause or temporarily turn off AI replies or notes in Zendesk Tickets?

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.