Marketplace reviewZendesk
AI agent for Zendesk
The AI agent for Zendesk
Aide is an AI agent that works inside the Zendesk your team keeps: it drafts a reply on every ticket as an internal note and in the Aide panel, answers email tickets itself once you take a brand live, and resolves Shopify orders, refunds and returns. It works on every plan, Free included, with your Zendesk ticket fields and macros.
Updated · Every plan, Free includedWhat Aide handles inside Zendesk
Where is my order?Address changesCancellationsReturnsTicket fields filledOne brand, one inboxTopics as tags or a ticket fieldWhere is my order?Address changesCancellationsReturnsTicket fields filledOne brand, one inboxTopics as tags or a ticket fieldWhere is my order?Address changesCancellationsReturnsTicket fields filledOne brand, one inboxTopics as tags or a ticket field
Zendesk macros run by scenariosRemove an unshipped itemAdd an order noteHold fulfillment from the panelFree replacement from the panelAssign to a group or agentOpen, pending or solved after a replyZendesk macros run by scenariosRemove an unshipped itemAdd an order noteHold fulfillment from the panelFree replacement from the panelAssign to a group or agentOpen, pending or solved after a replyZendesk macros run by scenariosRemove an unshipped itemAdd an order noteHold fulfillment from the panelFree replacement from the panelAssign to a group or agentOpen, pending or solved after a reply
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Aide in Zendesk at a glance
| What Aide does in Zendesk | Drafts a reply on every ticket, answers email tickets itself once a brand is live, writes topics back as tags or a ticket field, fills ticket fields from the conversation and runs your Zendesk macros from scenarios. |
|---|---|
| Where drafts appear | As an internal note on the ticket and in the Aide panel in the ticket sidebar. Insert puts the draft in the reply box; it never sends and never replaces what an agent typed. |
| Plans | Every plan, Free included. Free has 150 AI replies a month and needs no card. Every plan includes every feature. |
| Setup | A guided setup page connects Zendesk, teaches Aide your store and lets you choose where drafts appear, then waits for your first ticket and links to the draft. An admin installs the Aide panel once from the Zendesk Marketplace. |
| Rollout | Each Zendesk brand is an inbox. Per brand: Watch only (drafts kept inside Aide), test senders, a share of tickets, then everyone. Aide sends replies only for topics set to AI Agent. |
| Shopify orders | With Shopify connected, Aide can cancel, refund, change the shipping address, remove an unshipped item, add a note and start a return. Agents can do the same from the Aide panel, plus hold fulfillment and send a free replacement. Refunds wait for approval by default. |
| Channels | Email tickets answered once a brand is live. Messaging, chat and SMS tickets get drafts for your team for now. |
| Zendesk plans | Works with or without webhook ticket events. On Zendesk plans without them, Aide adds a webhook and a trigger named "Aide: ticket changes" and keeps them repaired. |
How Aide works in Zendesk
- Step 1
Connect Zendesk
Connect from Aide's setup page. Every active brand becomes an inbox, and your ticket fields and active macros come with it.
- Step 2
Teach Aide your store
Connect Shopify and import your website and help center. Aide drafts replies to a few recent tickets inside Aide, next to what your team actually sent.
- Step 3
Drafts in Zendesk
From the next new ticket, Aide's draft appears as an internal note and in the Aide panel. Agents insert it, edit and send.
- Step 4
Go live brand by brand
Move a topic to AI Agent when its drafts stop needing edits, and widen each brand from test senders to everyone. Aide then answers email tickets itself.
What it resolves
Built for the tickets in your Zendesk queue
Aide answers from your knowledge and the live Shopify order, and acts on the order inside the rules your team sets. Topics at Drafts get a draft your agents send instead.
Aide reads the order and its tracking before it writes, directly from UPS and FedEx, and from Shopify for other carriers such as USPS, so a where-is-my-order ticket gets the actual delivery status, for every package of a split order.
Customer
Where's my order #7481? It's been four days and the tracking hasn't moved.
Aide
Order #7481 left the carrier facility this morning and is out for delivery today. Here is your tracking link, which updates as the courier moves.
✓Tracking read from Shopify and the carrier · Order #7481
If the order hasn't shipped, Aide changes the address in Shopify, keeping the city, postal code and name already on the order when only the street changes. If it is too late, Aide hands the ticket to your team.
Customer
Please change the street on order #3310 to 48 Birchmount Rd, Unit 12.
Aide
Done. Order #3310 hasn't shipped yet, so it now goes to 48 Birchmount Rd, Unit 12, with the rest of your address unchanged.
✓Shipping address updated in Shopify · Order #3310
Aide cancels an order that hasn't shipped and tells the customer what happens next. Refunds wait for a teammate by default, and approvers approve or reject them in the Aide panel.
Customer
Can you cancel order #3097? I ordered it twice by mistake.
Aide
I've cancelled order #3097 before it shipped. The refund is with our team for approval, and you'll get an email as soon as it's issued. Your other order is unchanged.
✓Order cancelled in Shopify · Refund awaiting approval
With returns turned on, Aide starts a Shopify return for a shipped item inside your return window, skips items with a tag you exclude such as final-sale, and creates it as a request your store approves. Stores on a returns portal get a Start your return button instead.
Customer
The jacket from order #2214 is too small. Can I send it back?
Aide
Yes. It was delivered 9 days ago, inside the 30-day window. Shall I start a return for 1 x Field Jacket from #2214, reason: too small?
✓Return offered under your Shopify return rules · Waits for the customer's yes
Your Zendesk ticket fields appear in Aide. Aide fills the order number, reason for contact or any field you choose from what the customer writes, asks only for what is missing, and writes the value back to the Zendesk field.
Customer
Hi, the blender from my last order arrived with a cracked jar.
Aide
I'm sorry it arrived damaged. Could you share your order number? I'll pass this to our team so they can sort out a replacement.
✓Reason for contact: Damaged item · Order number requested · Fields written to Zendesk
Each active Zendesk brand appears in Aide as an inbox with its own rollout, reply identity and support address. A scenario can restrict answers to one brand's help center, so policies don't mix between brands.
Customer
What's the return window for the kids' line?
Aide draft
Kids' items can be returned within 60 days of delivery, unworn and with tags attached. Start from your order page and we'll email a return label.
✓Answered only from this brand's help center · Draft as internal note
Customer
Where's my order #7481? It's been four days and the tracking hasn't moved.
Aide
Order #7481 left the carrier facility this morning and is out for delivery today. Here is your tracking link, which updates as the courier moves.
✓Tracking read from Shopify and the carrier · Order #7481
Runs inside Zendesk
What Aide does inside Zendesk
Your agents keep working in Zendesk. Aide reads every brand's tickets and works on the ticket where your team already is.
The Aide panel
Aide's draft or a suggested reply, the ticket's topics, macros that fit and the customer's Shopify orders, in the ticket sidebar.Your ticket fields
Scenario conditions read Zendesk fields, and values Aide collects from the customer are written back to them.Your Zendesk macros
Active macros are imported. A scenario that runs one applies it as Zendesk would, in the same update as Aide's other changes.One update per answer
Aide's note, tags, fields, assignment and status land in one ticket update, so your triggers see one change instead of many.Drafts from your macros
Aide learns which macros your team sends for which situations and drafts from them, and says what each draft was based on.Fills the reply box, if you want
With the setting on, the panel puts Aide's draft in an empty public reply when an agent opens a ticket. It never submits.Drafts
Aide drafts. Your agents hit send.
Connect Zendesk and drafts turn on from the next new ticket. The reply is already written when your agent opens the ticket, grounded in your knowledge and the live Shopify order. They insert it from the Aide panel, edit and send. Nothing reaches a customer until you decide it should.
Every new topic starts at Drafts. When a topic's drafts stop needing edits, move it to AI Agent and Aide answers email tickets on it itself in the brands you've taken live. Keep anything sensitive at Drafts as long as you like.
Agents rate each draft and mark each topic right or wrong in the panel, so Aide learns what your team expects.
Customer
Hi, my tracking has said 'label created' for five days now. Did my order actually ship?
Internal note · Only your team sees this
Thanks for checking in. Your order left our warehouse yesterday and the carrier scanned it this morning, so the tracking page will catch up within a few hours. It's still on schedule for delivery Thursday.
Draft grounded in: order #8317, live carrier tracking, your shipping policyInsert draftSend replyYour agent decides
How Aide stays safe
Turn on AI one topic at a time
Each topic gets an AI level: AI Agent, Drafts or None. Each Zendesk brand gets a rollout. Aide sends a reply only where both allow it, and every reply is checked before it goes out.
Test before you deploy
Aide drafts replies to a few recent tickets inside Aide as soon as you connect. Preview the draft a scenario would write on real conversations from the last 28 days.Roll out brand by brand
Watch only keeps drafts inside Aide and writes nothing to Zendesk. Then test senders, a share of tickets, and everyone.Refunds wait for your team
Order actions follow the topic's level. Refunds wait for a teammate by default, and large refunds need an Owner or Admin.Every action on the record
Each conversation shows the topic, sources and order actions behind a reply, and the audit log keeps every settings change for two years.Getting started
Set up in minutes, no engineering
The guided setup connects Zendesk, teaches Aide your store, lets you choose where drafts appear, and waits for your first ticket. No migration and no change to how your agents work.
Drafts, replies, ticket fields and macros, right on the ticket.
Orders, tracking and order actions for verified customers.
Contact and account fields beside the ticket; the AI reads only the fields you choose.
Search knowledge, read conversations and act from a Claude chat.
Live carrier tracking
Aide reads tracking directly from UPS and FedEx, and from Shopify for other carriers such as USPS, with the timeline and expected delivery, for every package of a split order.
Scenario conditions
It checks the facts before it acts
Every scenario runs behind conditions your team sets, checked against the live order, the shipment and the ticket itself. When the conditions are not met, the scenario does not run.
Order exists
Whether the customer has an order, checked before Aide answers.Order created
Cancellation and change windows, in hours since the order was placed.Shipment status
Label created, in transit, delivered, exception or not trackable.Tracking last updated
Stalled tracking, so a possibly lost package gets the right path.Destination country
Country-specific shipping and returns answers.Zendesk fields, tags and brand
Your ticket fields, tags, status and the brand's inbox.Topic and confidence
A topic is detected, with a minimum confidence you choose from 80% to 97.5%.Salesforce contact fields
With Salesforce connected, the contact fields you choose.Patchstore24Shopify
Bruno BortolotiZendesk
When Aide is not the right fit
- You want AI on phone calls. Aide does not answer voice or phone.
- You want Aide to send replies on messaging and chat tickets in Zendesk today. It sends on email tickets; messaging, chat and SMS tickets get drafts for your team for now.
- Your orders live outside Shopify. Order actions are Shopify only; WooCommerce is read-only, and other systems connect through the API.
- You want one switch that automates the whole queue at once. Aide is set topic by topic and brand by brand, on purpose.
Frequently asked questions
Aide is an AI agent that works inside Zendesk. It drafts a reply on every ticket as an internal note and in the Aide panel, answers email tickets itself once you take a brand live, writes topics back as tags or a ticket field, fills ticket fields from the conversation, runs your Zendesk macros from scenarios, and resolves Shopify orders: cancellations, refunds, address changes and returns.
No. Aide works inside Zendesk. Your agents keep Zendesk, its triggers, macros, views and history, and Aide adds drafts, replies once you allow them, topics and fields on every ticket, and Shopify order actions.
Every plan, Free included. Free has 150 AI replies a month and needs no card; Starter, Pro and Scale include 1,000, 4,000 and 15,000. Each draft or reply Aide writes for a customer message counts as one AI reply, and your agents' own replies are never counted.
As an internal note on the ticket and in the Aide panel in the ticket sidebar. Insert puts the draft in the reply box. With the optional setting on, the panel fills an empty public reply with Aide's draft when an agent opens the ticket. It never submits and never replaces what an agent typed.
Yes. Active Zendesk macros are imported and can be run by scenarios, applied as Zendesk would. Ticket fields appear in Aide for scenario conditions, and values Aide collects are written back. Aide's changes land in one ticket update so your triggers see one change. If your Zendesk plan lacks webhook ticket events, Aide adds a webhook and trigger named "Aide: ticket changes" and keeps them repaired.
Yes. Each active brand is an inbox in Aide with its own rollout, reply identity and support address. A scenario can restrict answers to one brand's help center so policies don't mix.
Yes, with Shopify connected. Aide can cancel, refund, change the shipping address, remove an unshipped item, add a note and start a return. Agents can do the same from the Aide panel, plus hold fulfillment and send a free replacement. Refunds wait for a teammate by default, large refunds need an Owner or Admin, and approvers approve or reject in the panel.
As soon as you connect, Aide drafts replies to a few recent tickets inside Aide, next to what your team sent. You can preview the draft a scenario would write on real conversations from the last 28 days, keep a brand in Watch only, then widen it to test senders, a share of tickets and everyone.
Most teams see Aide's first draft the same day. The guided setup page connects Zendesk, teaches Aide your store and lets you choose where drafts appear, then waits for your first ticket and links to the draft.
Yes. Aide detects the language of each conversation and answers in it.
B2B support concepts
The topics and workflows Aide handles in Zendesk, defined term by term.
Add an AI agent to Zendesk, free
Connect Zendesk on any plan and see Aide's draft on your next ticket. No card to start.