Agents see Aide's work beside the ticket they have open, in the Zendesk ticket sidebar and in Front: Aide's draft reply or a suggested reply, the ticket's topics and the macros that fit. One click puts the draft in the reply box, and nothing is ever sent or overwritten without the agent. The new panel replaces the previous Aide panel in both helpdesks.
How it behaves
- On a ticket: the panel shows Aide's draft for the customer's latest message, or a suggested reply when Aide hasn't drafted one, with the ticket's topics and suggested macros.
- Insert: puts Aide's draft in the reply box. It never sends, and it never replaces text the agent already typed.
- Feedback: agents rate the draft and mark each topic right or wrong, so Aide learns what the team expects. The panel remembers each agent's rating of a draft.
- Suggested macros: apply in one click with the helpdesk's own macro, as if the agent had picked it.
- Orders: the panel shows the customer's Shopify orders with their items, shipments and address. Agents refund, cancel, change the address, add a note, remove an item, send a free replacement or start a return from the panel. Actions that need approval wait there, and approvers approve or reject them in the panel. Teammates can also hold an order's fulfillment with one of Shopify's reasons and release the hold Aide placed, once the store allows holds in Shopify.
- Personal menu: each agent can hide the panel, start it hidden, turn reply-box filling on or off (Zendesk) and sign out.
- Signing in: each agent signs in to Aide once from the panel, in a small Aide window. After that the panel opens signed in on every ticket.
- Zendesk, first time: signing in links the agent's Zendesk user to their Aide login, so later tickets open the panel already signed in. If that Zendesk user is already linked to another active teammate, the panel says so and nothing is linked.
- Zendesk account not connected to Aide: the panel shows Connect Zendesk to Aide, which opens Aide's Zendesk connection and names the Zendesk account. An owner or admin of the Aide workspace connects it; anyone else is asked to get one of them to.
- Fill the reply box (Zendesk, optional): with the workspace's switch and the agent's own preference on, the panel puts Aide's draft in the reply box when the agent opens a ticket with a new customer message, then says so in the panel. It only fills an empty public reply (never an internal note), fills once per customer message, never replaces what the agent typed, and never submits. Clearing the box leaves it empty.
- Front sidebar: the Aide sidebar plugin shows Aide's draft and context for the open conversation. Insert updates Aide's own unedited draft in place, even one from an earlier message, or starts a reply, never overwriting what the agent typed.
- Front composer: Aide's composer plugin puts Aide's draft at the cursor and rewrites the reply (improve, shorter, longer, friendlier, more formal, fix grammar), replacing it only after the agent previews the result.
- Settings: a new Agent panel tab in settings has the install links for Zendesk and Front, each person's own preferences (fill the reply box, start collapsed), and the workspace's panel switches at a glance.
- The previous panel: since 2026-10-17, where the old Aide panel was installed in Zendesk or Front, the sidebar opens the new panel instead. Agents sign in once in the new panel; old panel tokens are not accepted.
- Availability in Zendesk: the new panel ships as an update to the existing Aide app on the Zendesk Marketplace. That update has not been submitted to Zendesk yet, so Zendesk accounts get the new panel once Zendesk approves it.
Also in this change
- An order action taken from Aide (in the panel or the dashboard) on a Zendesk, Front or Gorgias ticket leaves an internal note there saying what was done, with the order, amount and items, and who asked and approved.