Add-on | AI agents - Advanced |
Advanced AI agents work from a trigger within Zendesk Support. The trigger allows your AI agent to take action on new incoming emails and web forms, and removes manual steps previously handled by customer support agents.
Before connecting, ensure you have finished the preparation steps for connecting to Zendesk Support. Please note that the connection steps below can only be completed by those with access to the Zendesk ticketing API and who have a client admin role for the AI agents - Advanced add-on.
This article covers the following topics:
- Logging into Zendesk Support as the AI agent
- Authorizing Zendesk Support
- Creating the automation trigger
- Enabling the Automation Engine
- Prioritizing triggers in Zendesk Support
Logging in to Zendesk Support as the AI agent
You must be logged into Zendesk using the AI agent admin account you created during the preparation steps.
If you don't remember the credentials of your AI agent's Zendesk account, follow the steps here to reset the AI agent account's password. You will need access to the AI agent's email to complete the reset process.
Authorizing Zendesk Support
To authorize Zendesk Support, follow the steps to import data authorization for advanced AI agents with Zendesk Support.
If you have previously authorized Zendesk Support to import data under your own account, you will need to unauthorize it from within your own account then reauthorize it while logged into the AI agent's account in Zendesk. This enables the Performance Overview dashboard to be connected to the AI agent's account rather than yours.
To unauthorize Zendesk Support from your account
Navigate to the Zendesk Support authorization you've previously created and click to Unauthorize Zendesk Support.
Creating the Automation Trigger
After you have authorized the connection, you can create the automation trigger.
To create the trigger
Click Create an Automation Trigger. This created a trigger within the Zendesk Support business rules that will alert your AI agent to all incoming tickets.
You can adjust the trigger settings by clicking to Edit Automation Trigger.
Enabling the Automation Engine
Navigate to the Overview tab and toggle on the Automation Engine.
Once the Automation Engine is enabled, every ticket will be collected in Conversation Logs.
Prioritizing triggers in Zendesk Support
You can order the triggers to activate in a particular order to suit the required workflow.
To reprioritize triggers
- Go to Admin Center > Triggers in Zendesk Support.
- Move Ultimate Automation Trigger and Notify Requester of comment update to the top of the list. The order of the two doesn't matter.
- Ultimate AutomationTrigger: This trigger makes sure the AI agent is notified when a ticket is created.
-
Notify requester of comment update: This is a default trigger in Zendesk. It sends an email to the visitor for every public comment made to their ticket.
If you don't see the 'Notify requester of comment update' option
- Go to the Inactive tab.
- Click the Options menu (
).
- Choose Activate.
Read more about the triggers and notifying requesters in the article on standard ticket triggers.
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