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Averil Robertson

Joined Jan 21, 2022

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Last activity Feb 27, 2025

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ACTIVITY OVERVIEW

Latest activity by Averil Robertson

Averil Robertson created an article,

ArticleUsing AI agents - Advanced
Add-on AI agents - Advanced

Edited Feb 11, 2025 · Averil Robertson

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Averil Robertson created an article,

ArticleUsing AI agents - Advanced
Add-on AI agents - Advanced

AI agents can take action on incoming emails and web forms, removing manual steps by customer support agents.

To connect your AI agent to Zendesk Support, you must add the AI agent as a user and authorize Zendesk to import data form the AI agent's user account. Then you can create and prioritize the automation trigger that allows the AI agent to act on tickets.

Adding your AI agent as a user

Before you can connect your AI agent to Zendesk, you must add the AI agent as a user with the appropriate access in Zendesk. Every user in Zendesk must have a unique email address, so it's a good idea to create a unique company email for your AI agent before you add it as a user.

To add your AI agent as a user
  1. Add the AI agent as a user in Zendesk with the role of admin, then give the user client admin access in the AI agents - Advanced add-on.
  2. Create a separate group in Zendesk and add only the AI agent to the group.

    Do not add the AI agent to any other groups.

  3. Give the AI agent user API access for ticketing.
  4. Sign in to Zendesk as the AI agent to ensure you have access.

    You'll need the AI agent user credentials to finish connecting the AI agent. If you forget the user's password, you can reset the password for the AI agent account, as long as you have AI agent's email.

Authorizing Zendesk Support to import data

You must authorize Zendesk Support to import data from the AI agent's account. This allows the Performance Overview dashboard to be connected to the AI agent's account.

If you have previously authorized Support to import data from your own account, you need to unauthorize it, then reauthorize it for the AI agent's account. To do, sign in to your Zendesk account, follow the authorization steps, then select the option to unauthorize.

To authorize Support to import data from the AI agent's account
  • Sign in to Zendesk using the AI agent account you created in Adding an AI agent as a user, then authorize data import for the advanced AI agent user.

    Again, be sure that you first unauthorize your own account, if you previously authorized it, before authorizing the AI agent.

Creating the automation trigger and turning on the engine

After you have authorized the connection, you can create the automation trigger and turn on the automation engine.

To create the automation trigger and turn on the engine
  1. In AI agents - Advanced, click Settings in the sidebar, then select CRM integration.
  2. In the Zendesk integration, in the Integrations tab, click Create an Automation Trigger.

    This creates a trigger to alert AI agent to incoming tickets. Click Edit Automation Trigger if you need to update the trigger settings.

  3. In the Overview tab, click Automation engine to turn on the engine.

    When the automation engine is turned on, every ticket is collected in Conversation logs.

Prioritizing the automation trigger

You can reorder triggers to activate in a particular order for your workflow.

To prioritize the automation trigger
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click Edit order in the upper right.
  3. Select the Ultimate Automation Trigger trigger.

    This trigger notifies the AI agent when a ticket is created.

  4. Click and hold the drag-and-drop handle () for the trigger, then drag the trigger to the top of the list and release the handle.
  5. Repeat for the Notify requester of comment update trigger to move it to the top of the list.

    This is a standard trigger that notifies the user when a public comment is added to their ticket. If you don't see this trigger in the list, you might need to activate the trigger first.

    The order of the two triggers at the top doesn't matter.

  6. Click Save.

Edited Feb 26, 2025 · Averil Robertson

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