Importing ticket data from Zendesk Support into AI agents - Advanced

You can import historical data into the AI agents - Advanced add-on.

Before you start, you must first authorize Zendesk Support to import your historical data. The user account for the data import must be an admin, but it doesn't have to be an AI agent's account. You also need to turn on the automation engine, if it's not already on.

To import data from Zendesk Support

In AI agents - Advanced, click Conversation logs in the sidebar.

Click Import Conversations under Zendesk Support.

The import rate limit depends on your Zendesk plan type.

In the settings pane on the right, specify any of the following parameters for the import:

Timeframe: Import conversations during this timeframe. The timeframe cannot be more than one month.

Tag: Import conversations with this tag.

Channels to import from: Import conversations from these channels.

Depth of threads to import: Import this number of threads per conversation. By default, the first two exchanges of a conversation thread are imported.

Import Tags: Import existing Zendesk tags with the conversations. Tags will appear as labels in conversation logs.

Group: Import conversations assigned to these groups.

Enter group IDs, separated by commas. For help finding a group ID, see How can I retrieve the group ID in Support?

Select Import Only if you do not want to generate an automation report. Otherwise, select Industry Model or Current Model to generate an automation report based on a benchmark model.

Click Import.

It might take 10-20 minutes to complete the import.

Click Conversation logs in the sidebar view the imported data.

When you finish importing data, you should deauthorize Zendesk Support in the dashboard.