AI

Today I got a 2nd email announcement about the coming end-of-life for AI Agents-Essential. This email notes that the changes are rolling out starting April 27 (i.e., 2 days ago). But if you link to the announcement post, you’ll note that the rollout has slipped a month (to May 25-June 12) with no change to the end-of-support/end-of-life dates.The post also notes “In the coming months, we’ll share detailed timelines, transition plans, and guidance to help you transition to the upgraded AI agent experience.” (emphasis added). Those details, plans, and guidance should be in place now. The schedule has barely 2 months from the end of the rollout window until the end-of-support date.We have a Professional instance - no sandbox. Any changes we need to make are to our production environment. This is fraught with risk. Setting up AI Agents-Essential for email was trivial and works well. Reading the documentation for email for AI Agents-Professional makes my head spin with the level of complexi

Hi, we are trying to connect our AI Agent to a custom crm api connection that we created within Zendesk, but the current documentation seems to reference how it was done before the merge of Advanced AI Agents into the base AI. Does anyone know how this is currently connected?  Thanks in advance John

I’m scanning through the recommendation from Admin Copilot and there are a number of “Create an article” suggestions. These are recommendations that I create articles for FAQs for which we already have articles. And when I click in the “Related tickets” for the recommendation, it’s quite clear that the AI Agent (Essentials) has replied appropriately to the end-user’s request based on the existing Help Center articles.Our Help Center is 98% locked down - the only 2 anonymously viewable articles are “How to Use this Support Site” and “Legal Notices”. Everything else requires authentication, which is required by our InfoSec team due to the subject matter in our Help Center. Is Admin Copilot basing its recommendations solely on anonymously viewable articles? If so, it’s basically useless for us, and in fact, a distraction (since most of its recommendations are to create articles that exist).

I am trying to prepare for the end-of-life of AI Agents-Essential, and since we are Suite Professional, not Suite Enterprise, I have to do this in my production environment. So the risk of breakage is very high. I’ve built a set of automations and Agent SOP around the AI Agents-Essential behaviors and I cannot find sufficient documentation on the new AI Agent email behaviors to have any idea how to make things work the same way.For example - I have triggers for the ar_suggest_true and ar_suggest_false tags being set on a ticket. to guide my Agents? When a ticket is tagged ar_suggest_true, the Agent reviews the AI Agent’s response and unless it’s clearly something they need to manually address, move the ticket to a custom Deferred status, taking no further action unless the end-user indicates that they still need help. Conversely, a ticket tagged ar_suggest_false gets priority because no response has been sent to the end user.Do these tags still exist with the new AI Agent? Is there som

Hello! I’m working on setting up some advanced AI agents right now for email. We have patients & staff both send questions to the same channel. Ideally, I’d like my AI agent to only respond to questions from patients, not from staff members. However, although I’ve set up instructions & use cases for this, it continues to just respond to every question during testing. Does anyone have suggestions on how I can get it to automatically send questions that don’t pertain to set up use cases directly to live agents?

Hey Community! Today we’re hosting a Digital Desk webinar on Admin Copilot, and I’d love to keep the conversation going here!For those using Admin Copilot, I’d love to hear what’s working for you:How are you using it in your instance? Any helpful insights, recommendations, or cleanup opportunities you’ve uncovered? Any tips you’d share with other admins?We’re also hosting the webinar again on July 23rd, so I’ll link the registration here for anyone who is interested!Looking forward to learning from this thread!- Emma CollinsSr. Content Manager, CX Programs

Hi Team, We’ve definitely started thinking differently about content now that AI is becoming a common way for customers to get answers. Instead of creating long articles, we focus on making content easier to scan, with clear headings, short sections, and direct answers to common questions.One thing that has changed is how often we review our help content. If we notice customers asking the same questions through tickets, chat, or community posts, we update those articles first. We also try to keep information consistent across all channels so AI tools can surface accurate answers.AI helps us with drafting and organizing content, but we still rely on human review before publishing. Accuracy is important, especially when product features or workflows change.To measure success, we look at customer feedback, article usefulness, reduced repeat questions, and whether customers are finding answers without needing to contact support. When fewer people ask the same question and feedback improves

We have noticed, that all the managed accounts are missing AI Agent’s Allowance usage -information in their Admin Center. As we are a Zendesk-reseller in EMEA, this feature would be very crusial for us and our customers, in order for them to track how many Automated Resolutions they currently have left. Based on that information, they would be able to decide when to purchase more Automated Resolutions, before they run out of them. Without the information, it’s also impossible for them to know whether they are currently running on the pay-as-you-go pricing (2€), or the regular pricing (1,50€) - this issue would also be solved by showing the Allowance usage -information in the Admin Center.Below are the screenshots how a regular account looks like, compared to how a managed account looks like.We hope this would be developed soon!  

Hi everyone,I’m looking for the best practice to route outbound WhatsApp replies to specific Use Cases within the Zendesk Advanced AI Agent.My Scenario:I have 3 different Meta WhatsApp Templates used for proactive outbound messaging. All three templates start with a "Yes/No" Quick Reply button. In the Advanced AI Agent (Bot Builder), I have created 3 separate Use Cases (one for each template) to handle the different follow-up flows.The Problem: When a customer clicks "Yes" or "No", the AI Agent fails to identify which Use Case it should trigger. Since the reply is a simple "Yes", the NLU (Natural Language Understanding) cannot distinguish which template the user is responding to, leading to incorrect routing or a generic fallback.What I’ve tried:Sending metadata during the outbound trigger. Identifying the Template ID in the API call. Despite this, the Advanced AI Agent doesn't seem to "read" this context to select the correct Use Case automatically.My Question: What is the most effect

I know that these two are no longer distinct technically but reading the documentation it isn’t super clear to me if there’s actually a significant change as Zendesk would have you believe. I can see that the upgraded AI can access API’s, and that might be something that would be a game changer as I’ve just started messing around with managing our help center via API, but if anyone has done that already, I’d love to hear examples of how you’re using that. 

Hi, we are using Zendesk Advanced AI and our chat bubble is an ongoing conversation (it doesn’t create a new one every time the customer opens it but it’s a continuous conversation). i noticed that dialogues or procedures don’t get applied when the chat conversation isn’t completely new. need advice on how to include existing or reopened conversations on procedures/dialogues. 

Let’s talk about Copilot Ticket Summaries!I didn’t really want to talk about them. In fact, we already did talk about them, tried them, and decided not to buy them. Then you decided to make it weird by forcing them on everyone as a freemium upsale, in the hopes we’ll love them so much we want to pay a severely discounted price for them for a short time before the AI compute bill comes due for us all.  How do we opt out of having this unwanted and already-rejected feature enabled for our account? In advance, if you please.I don’t want to have to wait for them to be switched on to switch them off. And if I may say so: This is a pattern of feature rollout with Zendesk that is starting to get annoying. 

ProblemWhen having extensive flows I can’t easily connect multiple templates together in one use case/flow.What I would like.User ask question (case)Template A - Authorize user and create temporary access token for that user. Template B - API call - show list of entities and select entity (`/api/v1/entities/`) Template C - API call - show list of entities and select entity (`/api/v1/entities/id/items`) Template D - API call - present solution for entity item  What happens now;Case; I have problem with item.Set `destination` parameter (D) Link to template A: On success → destination === D→ link to template B Template B: On success → destination === D → link to template C Template C; On success → destination === D → link to template C Template D; Answer question for user. This creates dependencies between templates instead of a flexible flow you can plug between flows the D is now tied to B and can’t be use in a different case where I need to swap D with another case.What I would pref

Hey Folks, new in this group and new to setting up AI agent in Zendesk.I’m in my sandbox and testing how to set up an AI Agent to answer emails. I’d LIKE to have the first sentence of the email introduce the AI Agent to the customer. I’d like to do this at least until our customers are used to interacting with the AI Agent.I’ve looked at some resources and I’m not quite sure how/if this can be done. I ran a test ticket through the system and then checked out the events log. I see my trigger that sends out our initial notice (“Hey we got your ticket, here’s it’s number, reply here, blah blah blah”) but the only other trigger that seems relevant doesn’t tell me much. It’s “Ultimate.ai EMail Channel Automation:….” Any thoughts on this? I suppose I can add a blurb on the initial notice that says “HEY! The next response you get is going to be from AI! Get used to it...” 

We’ve started setting up an AI Agent via the Messaging channel for our help centre and trying to tailor it with some basic instructions however despite best efforts, it doesn’t seem to be takingWhen asking if AI Bot was helpful have created the following instruction to try and account for a customer typing yes instead of clicking the yes promptIf the customer types Yes in response to being asked if a reply was helpful then wrap up conversationHowever despite phrasing in a variety of ways, the instruction is not being followedAny suggestions?

Hi team, we use Zendesk for ticketing and the help center. We use gainsight for community. Can we leverage our community for Zendesk agentic AI and copilot?

For those using the new (aka “Advanced”) AI agents, I’m curious how many use cases you have or what would be considered “normal.” I feel like I’m setting up a lot, but maybe that is actually normal.

With the changes coming to make Advanced AI Agent features available to all customers I am a little in the dark of what that means for existing customers. Are we still required to pay for a seat for the add-on? Keen to hear the views from other Advanced AI Agent customers and if you’ve heard anymore on this?

🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Pick any topic that sparks your interest and jump in! You only need to participate in one to enter, but feel free to join as many as you like to increase your odds.   The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 4: Leading in the AI era 🚀We’re at a point where service leadership is being redefined. On one hand, we’re figuring out the new skills and metrics needed in an AI-driven world. On the other, we know that the most advanced tech doesn’t replace the need for a compassionate, human-centered culture. In fact, investing in your team’s well-being is often the best investment you can make for your customers. We want to open the floor to the lea

 🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Follow  to the  Group and conversations in the Relate Hub that interest you most. Increase your odds: Every discussion you join increases your chances of winning one of 10 complimentary tickets.   The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 7.- Automation  Automation is great for speed, but there are some moments a bot just can't handle. We’ve all had those situations where only a real person can truly turn things around.Where do you think a human still makes the biggest difference in your customer's journey? Is it a sincere apology, catching a small nuance, or something else entirely?

🎟️ Your way to Denver: 10 Discussions, 10 Relate Tickets We want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Pick any topic that sparks your interest and jump in! You only need to participate in one to enter, but feel free to join as many as you like to increase your odds. The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 6- MEASURING AIAI is doing the work, but is it doing the right work?How are you measuring the quality of AI interactions?

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.

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.