Context - What Does the AI Assistant See?

When the AI assistant analyses a ticket, it draws on a collection of data sources. The better the context, the better the answer.

Ticket information

The AI assistant always sees:

• The ticket subject and description
• All messages in the conversation (incoming and outgoing), sorted chronologically
• The ticket status, priority and tags
• The channel (email, chat, phone, etc.)
• The brand (which Zendesk instance / brand the ticket belongs to)

The customer and the organisation

• The customer's name, email address and user ID
• Organisation affiliation (if affiliated)
• An indication of CC recipients in the conversation

Sentiment and intent analysis

The AI assistant automatically assesses:

• Sentiment: positive 😊, negative 😟 or neutral 😐
• Intent: what the customer wants (complaint, question, request, praise, etc.)
• Urgency: the level of urgency based on word choice and context
• Language: the detected language of the ticket

Sentiment is used to adjust the tone of the draft - a frustrated customer is met with more empathy.

Can be disabled in the admin settings under "Funktioner".

The knowledge base (Help Center)

The AI assistant automatically searches your Guide Help Center and finds relevant articles. The articles are used as a source for the draft and are shown as source references.

Can be disabled in the admin settings under "Funktioner".

Macros

The AI assistant knows your Zendesk macros and can suggest the most relevant one for the ticket type via the 🧩 Macros button.

Can be disabled in the admin settings under "Funktioner".

Instructions and rules

• About the company: A description of the company, products and policies - set by the admin
• Instructions for the AI: Tone, style and fixed rules - set by the admin
• Conditional context rules: Extra instructions that are activated based on tags, channel or other conditions
• Agent rules: Rules saved by agents via the chat

Memory

Saved notes about the specific ticket, the customer, the organisation or the brand - see the Memory article for details.

What does the AI assistant not see?

• Internal notes - private ticket notes are not part of the AI context
• Attachments - images and documents are not read (text only)
• Data outside Zendesk - unless an integration has been set up (see Admin: Integrations)

How to improve the AI assistant's context