Zendesk AI Automation
Zendesk has its own AI features and for many teams they are enough. This page is about the cases where they are not: when routing depends on data Zendesk cannot see, or when your taxonomy does not fit what the product supports.
Discuss your projectTry the native features first
Zendesk's built-in AI handles intent detection, sentiment, suggested macros and article recommendations, and it is switched on rather than built. If your triage need is broadly standard, that is the cheaper and better-supported path and we will tell you so rather than quoting a project.
The reasons teams come to us are consistent. Routing that depends on information living outside Zendesk — a customer's plan, their account value, whether their last invoice is unpaid, whether their integration is currently failing — which the native features cannot reach. A category scheme that is genuinely idiosyncratic, where the distinctions your team makes are not ones a general model infers. Per-resolution pricing that at your volume exceeds what a build would cost. Or a requirement that ticket content not leave your own infrastructure.
If none of those apply to you, use what you are already paying for.
What we build on top of Zendesk
Triage against your own fields
Setting the custom fields, tags, forms and priority your workflows already depend on, so downstream triggers and views keep working rather than needing rebuilding.
Routing that reads your systems
Group and assignee decided using data from your billing, product or entitlement systems — the capability that most often justifies a custom build.
Reply drafts as internal notes
Grounded in your Help Center articles and your own resolved tickets, added as a note or a pending reply for an agent to send. We do not recommend auto-sending.
Thread summaries
A long escalation condensed to the problem, what has been tried and what is being asked. Written to a custom field so it appears in views and on handover.
Side conversation handling
Where tickets involve suppliers or other teams, summarised back into the parent ticket so context is not lost in a side thread.
Reporting on triage quality
Agreement rate against agent decisions per category, which is how thresholds get tuned rather than guessed.
How we integrate
Working with Zendesk's own mechanisms rather than around them, so your admins keep control.
- Webhooks on ticket creation and update, rather than polling, so triage happens within seconds.
- Your existing triggers and automations left in place; our logic sets fields that those triggers already act on.
- Rate limits respected — Zendesk's API limits vary by plan, and a backfill across historical tickets needs queueing rather than a loop.
- Historical tickets used as the training signal, read through the search and incremental export APIs.
- An app in the agent sidebar where the agent should see something extra — related past tickets, the customer's account state, the reasoning behind a routing decision.
- Everything reversible: switch it off and your Zendesk is exactly as it was, with no data stranded elsewhere.
Common questions
Tell us what you need
Describe the problem and we will come back with scope, timeline, and a rate. No obligation to proceed.
Get in touch