Marketplace reviewZendesk
AI agent for Zendesk
An AI agent inside Zendesk.
Proven on your tickets first.
Aide drafts on every Zendesk ticket, answers email tickets once you take a brand live, and resolves Shopify orders, refunds and returns. Your team decides, topic by topic, whether Aide drafts or replies.Powered by the Agent Governance Engine: every reply is checked before it is sent, and anything Aide shouldn't answer goes to your agents.Every topic, resolved inside Zendesk
Where is my order?Address changesCancellationsReturnsTicket fieldsYour customer's languageDrafts your agents sendTopics as tags or a fieldWhere is my order?Address changesCancellationsReturnsTicket fieldsYour customer's languageDrafts your agents sendTopics as tags or a fieldWhere is my order?Address changesCancellationsReturnsTicket fieldsYour customer's languageDrafts your agents sendTopics as tags or a field
Zendesk macros from scenariosRemove an unshipped itemAdd an order noteHold fulfillment from the panelFree replacement from the panelAssign to a group or agentSolved or pending after a replyZendesk macros from scenariosRemove an unshipped itemAdd an order noteHold fulfillment from the panelFree replacement from the panelAssign to a group or agentSolved or pending after a replyZendesk macros from scenariosRemove an unshipped itemAdd an order noteHold fulfillment from the panelFree replacement from the panelAssign to a group or agentSolved or pending after a reply
$0
To connect Zendesk
The Zendesk integration is on every plan, Free included. No card to start.
3 AI levels
Set topic by topic
AI Agent, Drafts or None. Every new topic starts at Drafts.
Every brand
Its own inbox
Each active Zendesk brand gets its own rollout, reply identity and support address.
Trusted by customers on
Patchstore24Shopify
Bruno BortolotiZendesk
AI agents for Zendesk
Built for the tickets in your Zendesk queue
Aide reads the live Shopify order before it writes and acts on it inside the rules your team sets. Topics at Drafts get a draft instead.
Aide reads the order and its tracking before it writes a word, so every 'Where is my order?' ticket gets the real delivery status. A split order gets every package, tracked on its own.
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
Aide checks whether the order has shipped. If there is still time, it changes the street in Shopify and keeps the rest of the address. If not, the ticket goes to your agents.
Customer
Please change the street on order #3310 to 48 Birchmount Rd, Unit 12.
Aide
Done. Order #3310 hadn'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
An order that hasn't shipped is cancelled in Shopify and the customer is told what happens next. The refund waits for a teammate, who approves or rejects it 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 on, Aide starts a Shopify return inside your window, skips tags you exclude such as final-sale, and creates a request your store approves. Stores on a returns portal get a portal button.
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
Aide fills the order number, the 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 Zendesk.
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
Aide detects the language a customer writes in and answers in it. On topics at Drafts, the draft arrives in the customer's language too, ready for your agent to check and send.
Customer
Bonjour, ma commande #6644 n'est toujours pas arrivée. Où en est-elle ?
Aide
Bonjour. Votre commande #6644 est en transit avec UPS et sa livraison est prévue jeudi. Voici le lien de suivi, mis à jour à chaque étape.
✓Language detected: French · Tracking read from UPS
On topics set to Drafts, the reply is waiting as an internal note and in the Aide panel. Insert puts it in the reply box. Your agent edits and sends.
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
Aide is the AI platform for customer service, built for ecommerce brands. It works inside Zendesk and does not replace it: your triggers, macros and views keep working.
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
Built into Zendesk, not bolted on
Your agents keep Zendesk: same views, same macros, same triggers. Aide does its work on the ticket.
The Aide panel
The draft, topics, fitting macros and the customer's Shopify orders, in the ticket sidebar.Your ticket fields
Scenario conditions read your Zendesk fields, and values Aide collects are written back.Your Zendesk macros
Active macros are imported, and a scenario can run one the way Zendesk would.One update per answer
Note, tags, fields, assignment and status land in one update, so triggers see one change.Every brand, kept apart
A scenario can answer only from one brand's help center, so policies don't mix.Drafts from your macros
Aide learns which macros your agents send for which situations, and drafts from them.Drafts
AI drafts responses. Your agents hit send.
Not ready to let AI talk to your customers? Don't. The reply is already written when your agent opens the ticket, grounded in your knowledge and the live order. They insert it from the Aide panel, edit and send.
When a topic's drafts stop needing edits, move it to AI Agent and Aide answers its email tickets in the brands you've taken live. Keep anything sensitive at Drafts as long as you like.
Aide writes like your team: on a new account it reads your past replies and writes its own style guide.
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
Getting started
Set up in minutes, no engineering
The guided setup connects Zendesk, teaches Aide your store and links you to the first draft. No migration and no change to how your agents work.
Drafts, replies, ticket fields and macros, right on the ticket.
Live orders and tracking, and order actions for verified customers.
Contact and account fields beside the ticket, read-only.
Live carrier tracking
Tracking comes straight from UPS and FedEx, and from Shopify for every other carrier, with the timeline and expected delivery for each package.
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. When they are not met, Aide does not act.
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.Zendesk fields, tags and brand
Your ticket fields, tags, status and the brand's inbox.Topic and confidence
A topic is detected, above a confidence you choose from 80% to 97.5%.Salesforce contact fields
With Salesforce connected, the contact fields you choose.The Agent Governance Engine
Turn on AI for one thing at a time. Not an all-or-nothing switch.
Each topic gets an AI level and each Zendesk brand gets a rollout. Aide replies only where both allow it.
Test before you deploy
Preview the draft a scenario would write on your real tickets from the last 28 days.Roll out brand by brand
Watch only writes nothing to Zendesk. Then test senders, a share of tickets, then everyone.Refunds wait for your team
Every refund Aide offers waits for a teammate. Large refunds need an Owner or Admin.Audit every action
The Action Trace shows the topic, sources and order action behind every reply.Frequently asked questions
Aide is an AI agent that works inside Zendesk. It drafts a reply on every ticket, answers email tickets once you take a brand live, fills ticket fields from the conversation, and resolves Shopify orders, refunds and returns within the rules your team sets.
No. Your agents keep Zendesk, its triggers, macros, views and history. Aide adds drafts, replies where you allow them, topics and fields on every ticket, and Shopify order actions.
Aide sends replies on email tickets once a brand is live. On messaging, chat and SMS tickets it drafts for your agents. It does not answer voice or phone.
As an internal note on the ticket and in the Aide panel. Insert puts the draft in the reply box, and with an optional setting the panel fills an empty public reply when an agent opens the ticket. It never submits.
No. On Zendesk plans without them, Aide adds a webhook and a trigger named "Aide: ticket changes" and keeps them repaired.
Yes, with Shopify connected: it can cancel, refund, change the shipping address, remove an unshipped item, add a note and start a return. Order actions are Shopify only; WooCommerce orders are read-only.
Every plan. Free includes 150 AI replies a month; Starter, Pro and Scale include 1,000, 4,000 and 15,000. Your agents' own replies are never counted.
Most teams see Aide's first draft the same day. An admin installs the Aide panel once from the Zendesk Marketplace.
B2B support concepts
The topics and workflows Aide handles in Zendesk, defined term by term.
Make Zendesk agentic, one topic at a time
Connect Zendesk on any plan and see Aide's draft on your next ticket.