AI

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

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'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

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.

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.

Hello, There is documentation on how access to knowledge base articles can be restricted per user, but how do these user permissions interact with the different AI features in Zendesk? For each AI feature (e.g.  chatbot answers/article suggestion, procedures for auto assist):Are articles which the user has no access to downright ignored during processing?Or is there be instead room for information leaks (note that we count stating that an article exists as a potential information leak as well)? Moreover, what should we do about cases where AI actions should be informed/conditioned by knowledge base articles to which the requesting user has no access? Any recommendations?

Hi Krzysztof Dobrzyński  In this article you mention roll-out ends on August 7, 2025, is that correct ? Because my Zendesk subdomain doesn't have the feature activated yet. On other hand, I work with a client who has it activated, but doesn't have Chat nor Messaging (Legacy version Support Professional + Explore and Guide Professional plan). Can we setup an AI Agent for Email / Web Form without having Messaging activated in the account ?Thank you

We integrated the AI bot with our telephony service. Our aim is to automatically retrieve any entity saved on the bot's session (e.g. a customer name, call reason, etc.). We are of course able to send any kind of entity or result via a pre-defined dialogue or process as an API call. But this is complicated, customers need to know which variables are being gathered in the flow and it takes time to set up. Therefore, this isn't what we are looking for. We would like to automate this process. Ideally, we receive the bot's answer together with the available sessions via the webhook. Or we have an entpoint that allows us to retrieve all available sessions. This way we can further work with this data in the next part of the call interaction. We were made aware that the more or less retired Action feature could be a solution here but that it isn't being developed further. Looking forward to your answer.

Good day! Has anyone with a non-zendesk knowlegde base portal implemented the AI Agent for Messaging bot on their product / platform? I am curious to find out:CONSIDERATIONS: Your organization has a web based product + a 3rd party Help / Knowledge Base platform + the bot being installed on the product. Your observations leading to the Go-Live Has volume increased after implementing the bot on your product / platform? Are users bypassing the knowledge base to create tickets with your support team? Have you seen this as a temporary phase and does the volume continue to rise (OR) has this normalised to pre-bot period?

I need help setting this up for my site. I have already created a comprehensive help centre with FAQs and answers for the most commonly asked questions. Is there a way to automatically scan the FAQ pages and make the questions, prompts and answers for the AI Z bot? Or does all of this have to be done manually? If there's no automatic way, is there a third-party bot that can scan a FAQ page and create the bot questions, prompts and answers. Thank you.

I am writing an automation to accommodate for rate limit errors - specifically 429s. In order to do so, my error handling needs to pull the [ratelimit-reset] property from the error message, then add a delay. However, without hammering the end point and causing whatever errors across the production API, I'm not able to test for real world results. Is there a way to test where you can manually trigger a 429 message without actually causing one?