Issue: Currently triggers / automations do not work on AI agent tickets. For our team, this limits the practical value of these tickets, because many of our downstream processes depend on those workflows running on the tickets so we can send data outside of our Zendesk via a webhook.
Implications / Problems Without Trigger Support
- Important actions (e.g. routing, tagging, assigning, escalations) cannot be automatically initiated on these tickets. We have to monitor manually or build workarounds.
- Workflows that respond to ticket creation, status changes, or certain ticket properties are blind to these AI-only tickets.
- Lack of triggers means these tickets might not be surfaced in our views or alerted in the same way as “normal” tickets, which can lead to responses slipping through or missed metrics.
- Auditing or follow-up processes that depend on triggering some action (e.g. alerting a manager if the bot resolves something more than X times) can’t happen automatically.
Recommendations / Desired Enhancements
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Enable Triggers / Automations on AI Agent Tickets
Allow AI agent tickets to be included in triggers, automations or workflows, particularly for common use cases such as:
- Tagging/resolution status update when a conversation reaches “solved”
- Routing / assigning groups (or setting a custom field)
- Notifications (Slack, email, etc.) when certain conditions are met (e.g. AI incorrectly handles something)
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Custom Trigger Conditions Based on AI Ticket Properties
It would help to have trigger conditions that recognise properties unique to AI agent tickets, such as:
- Support Type = AI agent
- AI ticket status (Open / Solved / Closed)
- Time since last activity on AI ticket
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Ability to End / Close AI Conversations
If a conversation has been handled wholly by the AI but is still in “Open” state without responses for a period, have a trigger/automation that automatically moves it to Solved (or Closed) so that our dashboards / KPIs stay clean and actionable.
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Workflow Transparency & Documentation
Clear documentation and examples of how triggers could or will work for AI agent tickets. Maybe also sample workflows, best practices, what data is available for triggering, etc.
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Toggle / Configurable Controls
For organisations whose workflows are complex, having toggles so that AI agent tickets are included or excluded from certain triggers / workflows might be needed. That way the feature is flexible.