AI agents for Zendesk
ITSM Autopilot puts AI agents on your Zendesk tickets. They classify the ticket, answer the requester from your own knowledge base, and turn every resolution into a knowledge article. You connect with an API token and a webhook, and every agent starts in shadow mode.
How it works with Zendesk
- 1
You connect with your Zendesk subdomain, an email address and an API token, plus a Zendesk events webhook on all ticket events. That webhook sends the native payload, so you do not have to craft one yourself. Usually done within 15 minutes.
- 2
Zendesk fires a webhook on every ticket event, including comments and status changes. That means agents can also run while a ticket is being worked on, not only on create and close.
- 3
Everything starts in shadow mode. Per ticket you see what an agent would do, without anything reaching Zendesk or the requester.
- 4
Live, the Triage Agent classifies the ticket, the Service Desk Employee answers the requester or posts an internal note, and after resolution the Knowledge Curator writes the knowledge article.
The five agents
Triage Agent
Sets category, subcategory and priority, and suggests the right team.
Service Desk Employee
Asks for clarification on vague tickets, redirects to self-service, and writes the first reply from your knowledge base.
Knowledge Coach
Finds the best matching knowledge article and posts a short coaching tip for the operator.
Happiness Manager
Detects frustration in ticket updates and suggests a priority change.
Knowledge Curator
Turns every resolved ticket into a knowledge article, or enriches an existing one.
Frequently asked questions
Does this replace Zendesk AI?
No. We run alongside Zendesk and write back through the Zendesk API. Our agents classify and answer from your own knowledge base; you do not have to switch anything off to start.
What does the Zendesk integration need?
Your Zendesk subdomain, an email address with an API token, and a Zendesk events webhook on all ticket events posting to the webhook URL.
Can it reply to requesters in Zendesk?
Yes, but only when you switch it on. By default the Service Desk Employee runs in shadow mode and the proposed reply stays in the dashboard. Live, it posts as a public comment on the ticket.
How long does setup take?
Most teams are up and running in under 15 minutes: connect, run discovery, check the stage mapping, and let the agents run along in shadow mode.
Try it yourself
30 days free, with no financial commitment. Every agent starts in shadow mode, so you see what it would do first.