What can the AI assistant do?
The AI assistant is an integrated helper in Zendesk's sidebar. It analyses the ticket automatically and helps agents write better replies faster.
This happens automatically when you open a ticket
- Sentiment and intent analysis: The AI assistant assesses the customer's emotional state (😊/😟/😐), identifies the customer's intent (complaint, question, request) and level of urgency. It is shown as the first bubble in the panel.
- Summary: A short summary of the case is shown automatically — 📝 Case Summary.
- Auto-draft (optional): If enabled via the ✍️ Auto-draft button, a draft is generated automatically when an empty ticket is opened.
What you can ask the AI assistant to do
Write a draft customer reply
The AI assistant writes a draft based on the ticket context and your instruction. It uses the knowledge base, ticket history and configured instructions as its basis.
Research and answer questions
Ask about anything related to the ticket or the customer:
- "What is our returns policy?"
- "Has this customer had this problem before?"
- "Summarise the case"
Macro suggestions
The AI assistant suggests relevant Zendesk macros based on the ticket content. The suggestion is shown as a card with an "Apply" button.
Translate replies
The draft is always written in the agent's language. Via the language selector (▾), you can translate it into the customer's language before inserting it.
Rules and memory (saving knowledge)
The AI assistant can save rules and notes via the chat — e.g. the company's tone, policies, or notes about specific customers and organisations. See Rules and Memory.
What can the AI assistant not do?
- Send replies — only the agent does that. The AI assistant suggests; you decide.
- Know things that are not in the system — if the answer is not found in the knowledge base or ticket history, it asks a question rather than guessing.
- Guarantee 100% accuracy — always read through the draft, particularly for prices, policies and technical details.
When is the AI assistant most useful?
| New ticket from a known customer | Pull context from previous tickets and saved memory |
| Complex complaint | Get a structured first draft to work on further |
| Ticket in a foreign language | Write a reply and translate it into the customer's language with one click |
| Repeated questions | Save the answer as a rule — the AI uses it automatically going forward |
| Unfamiliar topic | Search the knowledge base directly via the AI assistant |