Troubleshooting ticket automation in AI agents

Issue symptoms

My ticket didn't close and the bot didn't trigger.

Resolution steps

Note: As of May 11, 2026, Zendesk transitioned all customers to a single AI agent offering, removing the distinction between "Essential" and "Advanced" (formerly Ultimate) plans.

The most frequent issue involves the mandatory fields in the customer relationship management (CRM) tool. Check the following steps:

If there was no action to update the mandatory CRM fields, check the Conversation logs, Dialogue, and Actions to verify that all actions have been created

If the wrong parameter type was selected, such as boolean or integer instead of string, it causes an error. Update the respective action.

If there was a processing error, check the Error Logs for the issue

If there is an error in the order of actions, adjust the action order. This ensures that all fields are updated before the ticket is closed.