Set up Zendesk email and ticket automation

AgentX Support can automate responses and actions for Zendesk tickets using AI. The automation engine analyzes incoming tickets and responds using macros, email templates, and relevant knowledge base articles.

Prerequisites

Before configuring the Zendesk automation, complete the following in AgentX Support:

• Establish an OAuth 2.0 connection with your Zendesk instance.
• Create an AI agent and flows to define actions for the agent to take.

Execution flow

The following diagram illustrates how the automation flow works:

flowchart TD A[Customer creates ticket in Zendesk] --> B[Zendesk trigger fires and notifies AgentX Support] B --> C[AgentX Support makes predictions and selects the appropriate workflow] C --> D[Workflow updates ticket] D --> E[Ticket reply added as a comment] classDef default fill:#67eadd,stroke:#67eadd,stroke-width:2px,color:#000;

Zendesk configuration

To set up the Zendesk automation with AgentX Support, complete the following configuration steps within your Zendesk instance:

• Create a webhook in Zendesk
• Create a trigger in Zendesk
• Reorder and sort triggers

Create a webhook in Zendesk

Create a webhook (opens new window) to send ticket events to AgentX Support.

You can find the webhook URL in the Channels section of AgentX Support.

Create a trigger in Zendesk

Add a trigger to inform AgentX Support when a ticket is created or updated.

1

Go to Zendesk Admin Center > Objects and Rules > Triggers.

2

Click Add Trigger.

3

Configure the trigger as follows:

Name: AgentX Support Automation

Conditions:

Meet all of the following:

• Tags does not contain dc-automation-triggered
• Ticket is Updated

Meet any of the following:

• Channel is Email (Add any other channels that you plan the trigger to run for)

Actions:

• Notify active webhook: AgentX Support Automation

JSON Body:

{
  "agent": {
    "name": "{{ticket.assignee.name}}",
    "email": "{{ticket.assignee.email}}"
  },
  "requester": {
    "name": "{{ticket.requester.name}}",
    "email": "{{ticket.requester.email}}"
  },
  "payload": {
    "id": "{{ticket.id}}",
    "source": "{{ticket.via}}",
    "title": "{{ticket.title}}",
    "description": "{{ticket.description}}",
    "status": "{{ticket.status}}",
    "message": "{{ticket.latest_comment}}",
    "tags": "{{ticket.tags}}",
    "updated_stamp": "{{ticket.updated_at_with_timestamp}}",
    "brand": "{{ticket.brand.name}}",
    ... custom fields
    "marketplace": "{{ticket.ticket_field_8792255150861}}"
  }
}

Add tags: dc-automation-triggered

4

Save the trigger and return to the Triggers list.

Reorder and sort triggers

To ensure that AgentX Support receives all the required ticket data, make sure that the automation trigger is ordered after any business rule triggers that update the ticket.

Refer to the Zendesk documentation (opens new window) for more information on reordering triggers.

Tags used by AgentX Support

Tag	Description
dc-automation-triggered	Indicates the ticket passed through the AgentX Support automation webhook.
dc-auto-reply	Indicates that an auto-reply was added to the ticket.
dc-automation-ticket-updated	Indicates that the automation updated certain fields on the ticket.
dc-email-positive-feedback	Marks positive customer feedback on the auto-reply.
dc-email-negative-feedback	Marks negative customer feedback on the auto-reply.