What's my plan?
Add-on AI agents - Advanced

To run backlogs through AI agents - Advanced: 

  1. Go to Zendesk Support → Settings → Automations
  2. 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 
  3. 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)

 

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