Importing ticket data into an AI agent

After youcreate an AI agentandconnect it to email, you can import ticket data. This populates the AI agent’sconversation logswith historical data.


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Support

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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.

After you create an AI agent and connect it to email, you can import ticket data. This
populates the AI agent’s conversation logs with historical data.
To import ticket data into an AI agent


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
On the Overview tab, click Import conversations.
The Import conversations from
Zendesk Support panel opens.


In Time frame, select the window of time you want to import tickets from.
(Optional) In Maximum messages, enter the maximum number of tickets you
want to import.
(Optional) In Tag, enter the specific tags that a ticket must have in
order to be imported.
In Channel, select one or more channels that a ticket must have
originated from in order to be imported.
In Depth, enter the number of responses within a ticket that should be
imported. The default is 2.

(Optional) Select Import tags to import any tags on the ticket in Zendesk Support
as labels on the conversation.
In Group, enter the ID of one or more groups that a ticket must have been
assigned to in order to be imported. Separate multiple group IDs with commas.
For help finding a group ID, see How can I retrieve the group ID in
Support?

In Benchmark model, select Import only.
Click Import. Depending on how much ticket data you’re importing, the
import can take 10–20 minutes to complete. Afterward, you can see the
imported data in the AI agent’s conversation logs.




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