AI

We have a small pilot users testing with the AI agents.  They are having conversations with the AI agent in the help center using the chatbot.  I was expecting to review their conversations in the “View unresolved conversations” in the AI agent settings.  I only found conversations 8 days ago (April 1 and before).  Nothing between April 2 and April 8. Is there a setting that I need to configure?

I am trying to setup an automation for tickets that are not assigned for two hours.  My research led me to two settings in setting up the automation. Meeting all of the following conditions: Ticket: Hours since assigned and my two choices are (business) Greater than(calendar) Greater than I've tried both and neither is working.  I've followed the automation setup instructions in the zendesk online documentation so I think the rest of the settings are correct.  But the “internet” told me that the two Greater than conditions could be problematic so I tried one then the other and neither is working.   Can you provide some direction?  Thank you.

Enhancement request: Have the ability to select tickets when the suggested first reply is present on a ticket.  (Note, I know I can select tickets when the suggested first reply is accepted.) Business Case: I want to create a view of tickets with suggested first reply. I need to have the system have a field called suggested first reply. Since we will be able to reply more quickly to these tickets, we want to prioritize these tickets. Once there is a field, I plan on creating a view  

I see your announcement where you are forcing AI upon us.Will there be a way to turn it off as we do not want to be sharing our info with Microsoft or using this AI slop. 

I’m facing an issue with Zendesk AI intent detection and webhooks. I have AI intent detection enabled, and the intent is successfully detected on the ticket (I can see the system tags and the intent/confidence in the ticket events).I am trying to send the detected intent to an external system via webhook. My webhook body looks like this:{"ticket_id":"{{ticket.id}}","action":"{{ticket.ticket_field_33209525892626}}","intent":"{{ticket.ticket_field_option_title_33190930229522}}","tags":"{{ticket.tags}}","intent2":"{{ticket.ticket_field_33190930229522}}",}The problem is: Sometimes the webhook receives the correct intent. Other times, the webhook fires but the intent field is empty. In the ticket events, I can see that AI intent detection My questions: What is the recommended way to ensure the webhook only fires after AI intent detection is completed? Is there a guaranteed even

Hi there,Good day I would like to understand how to make the AI Agents that I am building via Ultimate AI dashboard accessible to the end users via the: https://<subdomain>.zendesk.com/hc/en-us page. This seems to be the way: https://support.zendesk.com/hc/en-us/articles/8357757747354-Connecting-your-advanced-AI-agent-to-Zendesk-Chat Can anyone let me know if I am following the right path? Also, it seems that the AI Agent need a configured email / account of its own, is this correct?

Context: The tag ai_agent_automated_resolution is automatically added when a ticket is marked as resolved by a requester.Problem 1: It is added even if, in the meantime, the requester or an agent reopens the ticket and public replies are exchanged. This happens regardless of whether the ticket is resolved or not. Problem 2: It is not removed if, after resolution, the requester or an agent reopens the ticket and public responses are exchanged. This is true even if the ticket is set to Incident Type and Resolved by a Problem ticket (the tag should be automatically removed either when the ticket is reopened or when the next public response is made by an agent).Underlying problem: tickets are considered resolved by AI even though the final response is provided by a human agent. = AI resolution is counted in the automatic resolution counter (unless I am mistaken).Solutions: change the criteria for adding the ai_agent_automated_resolution

Hey Zendesk Community, Artificial Intelligence (AI) is everywhere these days, and I’m sure your company is talking about or working on implementing it in one way or another. It’s a big topic, and one we all need to be keeping current with, which is part of why we created the AI discussion topic. To get the conversation going here, I thought it might be helpful  to start by sharing how we're each  using AI at work, or how our companies are starting to implement it. Sharing will help inspire everyone to be thinking about AI , and hopefully we can learn from each other's experiences.I’ll start. I’ve been using ChatGPT to help me summarize content within a character or word limit for social media. ChatGPT has also been a great resource for post suggestions within this AI topic in particular.  For example, I was able to ask ChatGPT to extrac

Anyone here using AI Voice Agents integrated with Zendesk? I’d love to hear about your experience — how well it works, whether it’s worth the investment, and which platforms you’re using. I’m currently considering CloudTalk’s AI Voice Agent. Has anyone tried it and can share feedback (setup, handoff to agents, ticket creation, etc.)?

See my screenshot. Only the "Everyone" option gives access to the AI messaging tool to train on. 

Please let me know how to do settings for using Zendesk AI chatbot correctly. We applied to Zendesk and got the feature to provide AI chatbot to our customers today. The widget was displayed on our Guide, but we thought it was not working correctly. Because the bot said the following message in Japanese. "Sorry, we were unable to answer your question. The following topic may be helpful."Whatever the question, he answers same. How can we get the answer based on our Guide?

I just noticed that conversations between your AI agent and customers that aren't escalated are NO MORE created as READ-ONLY tickets available in Agent Workspace. They are as Open tickets and our agenst can select them.Have you done an update? 

I've had a support ticket open 2.5 weeks to get some info on this but since they aren't responding I'll just ask here Has anyone used the detecting customer intent / sentiment and language feature that was introduced?https://support.zendesk.com/hc/en-us/articles/4550640560538-Automatically-detecting-customer-intent-sentiment-and-language   Wondering about its functionality within zendesk to quickly pull the information as to what customers are talking/asking about in their tickets to quickly get an overview of emerging issues etc. It seems like this is something this feature can do but its like getting blood out of a rock to get some factual and accuract data from zendesk support atm

We have three different role types in our software, which are basically:- basic end user- manager level- admin level And each role type has a different experience in the software. We don't necessarily know which role a person is in, so AI doesn't always answer correctly.  Even as a human agent, it's tough: sometimes you can tell based on context. Sometimes you can look it up in the system. If they have written in before, we may have stored it in their profile (we have a custom field for that).  Any tips for helping? Currently, we have different sections per role, but I'm thinking that for some of the topics, maybe it makes sense to have one single article that addresses each role type, and AI can mention that. “If you are a [basic end user], then you will need to reach out to your [manager]. But if you are a [manager], then do this: ______” Other ideas?

Hi Zendesk.Could you have additional filters for the Merge ticket suggestions so we can set a hard rule to only show merge suggestions if the tickets have same intent and if tickets belongs to same group. Additionally, having options to restrict this feature for certain roles would be great.Thanks

Dentro do agent IA Advanced tem resultados de relatorio que não me ajudam a ter detalhes do que preciso. Preciso utilizar estes resultados do Bot dentro do Anality Explore para ter resultados personalizados e resultados que não tenho dentro do Agent IA Advanced Resultados como uma visão de retenção, BSAT mais detalhado, mapa de calor mais no sentido de acompanhamento ter um verdadeiro: REALTIME dos temas mais falando, o que está acontecendo no dia e quando eu acessar etc… ter dashboard´s personalizados do Bot para saber o que está acontecendo e ter a visão do que realmente eu preciso ter internamente para controle e curadoria do Bot entre outras frentes. muito razo os relatorios do agent IA Advanced preciso personalizar!

Hi, currently Voice AI can only look into Zendesk KB, the Crawler are limited to 20, which is too less.Are Advanced AI Agent customer get access to this platform to have all Crawler and sources available for Voice AI?Thanks.Tobias

It's kinda absurd that in 2025, Zendesk doesn't have an easier way to automate CC-ing external parties without the need for webhooks.   Add a trigger that has conditions that target an End User or Organization and let me cc someone on the ticket.

Zendesk's AI Agent Tickets allow agents to view tickets before the Bot hands off to an Agent, but sometimes it's clear that an agent should jump in and offer guided assistance to the customer.  This is a planned feature for a future release, but it can be implemented now with the App Builder. Problem StatementAgents, Team Leads, and Admins need to be able to take control of AI Agent tickets and turn them into agent tickets so that they can reply to the end user.  This can be helpful if the agents have more flexibility with policy than the AI is allowed.   As long as the Bot has control of the ticket, the agent can't assign or comment on the ticket.  When an AI Agent is transferring to an agent, the bot will prompt the end user to confirm that they want to speak with an agent.   The app we're building will take the AI Agent ticket and reassign the conversation to the defau

Hi there, I hope you can help. I have set up an automation for requesters to get a follow up email. I've used tags in order to trigger the follow up email as well as another to stop it from firing more than once. My issue is that as the condition for the automation to work, the ticket needs to be marked as solved. So when requesters reply to the follow up email, the ticket status is not changing to open despite a reply. The ticket status is staying as solved. I need to get the ticket to reopen if requesters reply to the follow up email, If there any action I can add to ensure this happens? Looking forward to hearing from you. Best,  

Hi Everyone, Im helping our CRM configuring there Conversation bot/Chat bot on Checking for agent availability. He provided a link to me as her guide on setting up. https://internalnote.com/a-full-guide-to-handling-agent-availability-in-zendesk-messaging/#checking-for-agent-availability  On article it said this the endpoint.GET 'https://domain.zendesk.com/api/v2/agent_availabilities?filter[channel_status]=messaging%3Aonline' 

I'd like to scan our end users for identities that are undeliverable so that we can automate rudimentary bounce error reporting. The only method I can think of is to loop through each end user, then loop through their undeliverable count / deliverable value. Is there a way to scan/filter for identities that have been marked undeliverable or that have an undeliverable_count > 0? 

Currently, all tickets created through the chat/contact form come in with the same default subject:"Troubleshoot a technical issue (error messages or crashes)" This makes it difficult to quickly identify and differentiate tickets in the queue. Introduce automatic subject generation for tickets, ideally by: Allowing AI or rule-based logic to suggest a ticket subject from the initial issue description. Including subtype names and key error terms in the subject line. Keeping the option for customers to manually edit/override the subject if needed.

We're currently implementing AI Agents Advanced and I am curious if anybody has any instructions they use that have been useful in tailoring the agents to their specific needs? I'd be interested in instructions related to general customer support best practices or those that address a specific need. 

Tried creating a trigger to autoclose solved tickets if a user responds to say thanks, would not work with “Misc::Thanks::Thank you” intent as it is only available for AnswerBot and Messaging channels. Zendesk support advised they are developing an Intent dynamic prediction, which allows update the intent based on the most recent messages, so this would allow us to perform the close solved tickets if user replies with thanks use case, however this is not available yet and no ETA. Any further information on when this will be available on email channel would be appreciated.