What this Zendesk agent handles
Agents spend time searching help center articles, reviewing ticket history, and drafting replies from scratch. This agent handles the research and first draft so your team can review the response before it goes out.
The agent handles three main reply jobs:
- Help center lookup. The agent reads the ticket question, searches help center articles, and drafts a reply that references the relevant documentation.
- Historical resolution reuse. For common issues, the agent finds prior successful resolutions and adapts them to the current ticket context.
- Multi-step guidance. When a ticket requires multiple steps, the agent drafts structured instructions based on help center content and prior agent replies.
How the agent works
The table below shows the trigger, inputs, outputs, and approval step.
| Agent stage | What happens | Output | Approval |
|---|---|---|---|
| Trigger | A ticket requires a reply or an agent requests draft assistance | Draft generation starts | No approval for read phase |
| Inputs | Ticket content, history, help center articles, prior resolutions | Context-aware reply draft | No approval for data gathering |
| Proposed reply | Draft message with help center links and resolution steps | Ready for agent review | Approval before send |
| Agent review | Agent edits tone, adds details, or approves as-is | Approve or edit | Explicit approval required |
How to set up this Zendesk agent
Define your brand voice and tone guidelines in plain language so drafts match your support style.
Connect Zendesk with access to help center articles, ticket history, and macros.
Specify which ticket types should prepare a draft as soon as they arrive and which should be started by an agent.
Set agent notification preferences so drafts surface quickly during active support hours.
Permissions and approval checks
- Read access should cover ticket content, help center articles, ticket history, and macros.
- Write scope should remain draft-only until agent approval is given.
- Draft proposals should include source citations so agents can verify help center references.
- Agents should see both the draft and the ticket context side by side for easy editing.
Frequently asked questions
Does the agent send replies automatically?
No. By default, the agent generates reply drafts and proposes them for review. You see the full message, the ticket context, and the help center references. You approve, edit, or reject before it sends.
Where does the agent get reply content from?
The agent reads ticket history, customer details, help center articles, and prior successful resolutions. It combines these sources to generate contextual, accurate replies.
Can the agent use macros or saved replies?
Yes. The agent can reference your existing macros and templates as starting points, then customize them based on the specific ticket context.
How does this handle tone and brand voice?
You describe your brand voice and tone guidelines in plain English. The agent applies those guidelines when generating replies. You review and adjust before sending.