Today we're announcing our Zendesk integration. Now any team can benefit from Aide while they use Zendesk.

Teams can integrate AI into their work in two ways: agent assist and automations. We're excited to make these solutions more widely available through Zendesk's marketplace.

Agent assist

Aide provides a powerful agent assist sidebar that integrates seamlessly with Zendesk's interface. This customizable panel enhances ticket resolution with AI-powered suggestions and comprehensive context:

Context: Aide automatically pulls relevant customer information from Zendesk and connected systems, presenting a unified view of the customer's history, purchases, and previous interactions. This eliminates the need to switch between multiple tabs or systems.
Topic detection: Aide analyzes incoming tickets in real-time, automatically detecting customer intent. This helps agents understand customer needs faster and respond more appropriately or for building topic-based automated scenarios. The analysis updates as the conversation progresses, and agents can provide feedback to improve accuracy over time.
AI-powered responses: Aide generates contextual responses by combining your existing Zendesk macros, knowledge base articles, and past successful interactions. These suggestions can be customized through scenario-based templates that match your team's voice and policies.
Macro suggestions: Based on ticket content and context, Aide automatically suggests relevant Zendesk macros, saving agents time in searching for the right response. This feature can be fine-tuned through scenarios with suggest actions.

Automations

Aide uses scenarios to create powerful, contextual automations in Zendesk. Each scenario combines specific conditions and actions to handle common support situations. This approach makes automations more reliable and easier to maintain than traditional flow builders.

Automated actions

Aide can perform various automated actions in Zendesk:

Accurate Response Generation: Automatically generate and send personalized responses based on ticket context and custom instructions
Ticket Management: Automate ticket routing, tagging, priority setting, and status updates based on sophisticated conditions
Macro Application: Intelligently apply and customize Zendesk macros with dynamic content
Cross-platform Actions: Trigger actions in connected systems while updating tickets in Zendesk

Gradual and safe automation with human oversight

Aide takes a safety-first approach to automation. You can define clear escalation rules in natural language, ensuring that complex or sensitive issues are properly routed to human agents. This allows teams to automate routine tasks while maintaining quality control over important customer interactions.

Zendesk-specific features

Aide integrates deeply with Zendesk's unique capabilities:

Trigger Enhancement: Aide can augment Zendesk triggers with AI-powered conditions and actions
Knowledge Base Integration: Automatically leverage your Zendesk Guide content in responses
Custom Fields Support: Use Zendesk custom fields in automation logic and response generation
SLA Awareness: Factor ticket SLAs into automation decisions and prioritization

Let us Aide you

Now that our integration is available on the Zendesk marketplace, we're ready to help more teams enhance their support operations. We can assist in building custom automation libraries for your specific needs and create connections to any customer data source you use.