Viewing Zendesk error logs for AI agents

You can view the Zendesk Support error logs for AI agents to review failures related to the following actions:


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise










The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.

You can view the Zendesk Support error logs for AI agents to review failures related to the
following actions:


Add tag
Update ticket info
Add internal note
Get ticket tag
Get ticket info
Get organization info


The Chat error logs show failures for escalations, actions, and replies. The Sunshine
Conversation error logs show failures for get user, update user, get conversation, update
conversation, and Sunshine Conversations actions.
Errors in the Support error logs might include, for example:

The data type that was expected, such as string or boolean, was not received.
The conversation or user field doesn't exist.
A mandatory or dependent field was not completed.
The API call failed.


To view the error logs
In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
Select the Error logs tab.

View the following information for each item:

Timestamp: Time the error was triggered.

Details: Type of error that occurred with information on which field, ID, or
structure was impacted.

Type: Kind of error that occurred, for example, a failed action.

Conversation ID: Clickable link to the log for the conversation where the
error occurred.

Ticket ID: ID number of the ticket corresponding to the conversation.

Recommended action: Next steps to resolve the issue and prevent it from
reoccurring.


Refine your view by taking any of the following actions:


Search by entering the conversation ID if you know it.

Filter by action failed, reply failure, or escalation failure using the
Type dropdown.

Apply date range using the Timeframe calendar.

Sort by timestamp or conversation by clicking the top of the column. Items
are sorted by timestamp by default, and you can choose to sort in ascending or
descending order. When you sort by conversation, errors from the same conversation
are grouped together.






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