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EAP Potential Bug

  • September 29, 2025
  • 1 reply
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A

Looking to confirm if the bug with the EAP for AI agent conversations as tickets in Support and Agent Workspace is identified and being worked on. We had it turned on to participate, but when it was turned on, random user tickets in our Candidly brand were being assigned to an AI agent that did not exist, which caused us to miss these user interactions, we could not even identify who the user was and the AI provided no responses to these users. Please see ZD support ticket for more info: https://support.zendesk.com/hc/en-us/requests/13853756?page=1 

We have since turned off the EAP for these reasons, but are still interested in using it for it's purpose of being able to read AI agent tickets that were not escalated. Just looking for confirmation if this glitch has been identified and being worked on and if so, is there an estimate on its resolution date?

Thank you!

    1 reply

    W
    • Will14
    • September 30, 2025

    Hi Alexis, thank you for reaching out. We have no bugs related to this, in fact, what AI Agent tickets is doing is highlighting that there may be flows today in your workflow where customers are engaging with your AI agents but they're not being escalated - I'll take a deeper dive into your subdomain to confirm. 

     

    When you turn off the feature, these conversations are possibly still happening but you just don't have visibility of it. 

     

    I'll review your support ticket and revert back there with more information on your specific use case. 

     

    Thanks,

     

    Will 

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