| Add-on | AI agents - Advanced |
Conversations coming from Sunshine by default create tickets in Zendesk upon escalation to agents.
If you want to keep track of all conversations in Zendesk Support as tickets, and not only the escalated ones, read on.
Requirements
- Access to the AI agent in the AI agents - Advanced Dashboard
- A Sunshine Conversations license
- Zendesk Enterprise subscription
- Zendesk Agent Workspace
- A group in Zendesk that has only one agent and the group ID. This could be a human agent or the AI agent account. See point below.
- An agent seat for the AI agent. This is optional but recommended - especially if you would like to have an overview which tickets are assigned to the AI agent.
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