How to Use Zendesk AI

Getting started with Zendesk AI

In this guide, you will learn how to set up Zendesk AI for automating customer service interactions and efficiently managing support tickets. By the end, you'll be ready to streamline your customer support process.

Step 1: Sign up and set up

1. Go to Zendesk AI.
2. Click on the "Get Started" button on the homepage.
3. Fill in the required fields to create your account (name, email, password).
4. Verify your email address by clicking on the link sent to your inbox.
5. Once logged in, follow the on-screen prompts to set up your profile and company details.

Step 2: Your first ticket automation

1. In the Zendesk dashboard, navigate to the "Admin" panel (gear icon).
2. Click on "AI" from the left sidebar.
3. Select "Ticket Automation" and toggle the "Enable AI Automation" switch to ON.
4. Define your automation rules by clicking on "Add Rule." Set conditions based on ticket types, priorities, or keywords.
5. Save your changes. Now, when a ticket meets the criteria, Zendesk AI will automatically respond or triage it.

Step 3: Get better results

1. Regularly review the "AI Insights" section under the "AI" tab for performance metrics.
2. Adjust your automation rules based on common queries and customer feedback.
3. Use the "Suggested Replies" feature by going to "Views" and selecting a ticket. This will show you AI-generated responses that can be edited before sending.
4. Train the AI by providing feedback on its suggestions to improve accuracy over time.

Pro tip

Set up a dedicated "Feedback Loop" where agents can quickly rate AI responses. This helps the AI improve and reduces the time agents spend correcting it.

Common mistake to avoid

Avoid leaving the default automation settings unchanged. Customise them to fit your business needs, or you may miss out on optimising ticket resolutions, leading to customer dissatisfaction.