Quick start: Get started with the AI assistant in 5 minutes
The AI assistant is a panel in your Zendesk sidebar. It analyses the ticket automatically and helps you write better responses - directly in Zendesk.
Step 1: Open the AI assistant
Open a ticket and click the AI assistant icon in the sidebar. The panel opens and the AI assistant immediately begins to analyse the ticket.
Step 2: Understand what you see
At the top, two bubbles are shown automatically:
- Sentiment bubble: 😊/😟/😐 + the customer's intent + urgency level + language
- Summary bubble: 📝 A short summary of the case
Below that, you find quick action buttons. See Quick actions and shortcuts for a description.
Step 3: Generate a draft
Click ✏️ Write draft in the quick action row - or write an instruction in the chat field:
- "Write a friendly response and explain that we are looking into the case"
- "The customer is asking about the delivery time - what does our help center say?"
The AI assistant searches the knowledge base and the ticket history. You see the process in real time.
Step 4: Accept and insert the draft
The draft is shown as a white box. Below it, you find:
📋 Accept and insert [flag]
The flag shows the chosen language. Click the arrow ▾ to switch language - the text is translated automatically before being inserted into the reply field.
Step 5: Correct the AI assistant
Write in the chat field to adjust:
- "Make it shorter"
- "Use a more formal tone"
- "Add an apology"
- "Try again"
Step 6: Teach the AI assistant about your company
Save rules and notes directly in the chat:
- "Save as a rule: we always use the informal 'du' form in customer service"
- "Remember that this customer prefers short responses"
See Rules and Memory for details.
An important rule
Never accept a draft with information you cannot verify.