To run backlogs through AI agents - Advanced:
- Go to Zendesk Support → Settings → Automations
- Click Add automation
- Enter a title
-
Create a condition that makes sense to you and your backlog. For example:
- All messages in group X
- ...That were last updated in >24 hours (haven’t been touched in a day
- ...And XXX
- Under Perform these actions
- Select Notifications: Notify target, another dropdown will then appear
- In the new dropdown, select Ultimate Automation Target
- Under JSON Body, copy and paste the code below over and replace BOT_ID with your AI agent ID. Where to find my AI agent ID?
{"botId": "BOT_ID",
"message": "**{{ticket.title}}** \n\n {{ticket.latest_comment_rich}}",
"conversationId": "{{ticket.id}}",
"type": "message"
}
This could take up to an hour due to Zendesk's restrictions. You read about automations and how they work in this Zendesk article.
Do this with a small sample size at first to ensure you are grabbing the correct tickets with your trigger, and wait until the trigger fires (up to 1 hour of waiting)