Automatically routing tickets from AI agents to human agents

Zendesk AI agents are AI-powered chatbots that interact with your customers on messaging, email (including API and web form), and voice (EAP) channels. They can have conversations with customers and perform actions in authorized systems autonomously, automating and resolving issues so that your human agents can focus on more complex work.

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

Automatically routing or assigning tickets to agents can save you and your team time. This can be easily achieved by adding the Update Ticket Info action in our Dashboard. This article shows you how to set it up in your email AI agent.

First, obtain the assignee ID of the agent you'd like to assign the ticket to. Read this if you don't know how to.

Second, go to the email AI agent in our dashboard by selecting it in the top right corner.

Go to Content > Intents

Select the intent that you would like to have the tickets be assigned to automatically

Click the pencil icon > Go To Detail Page > Actions

Click + New Action, and set the three fields below as follow:

Target: Zendesk Support

Action: Update Ticket Info

Assignee ID: Enter the assignee ID from Zendesk Support

These three are mandatory in this use case but feel free to update other fields by selecting the dropdown menu. In the example below I would also like to set the Type to be task, Priority to be high, and Status to be new.

Here's what the result looks like in Zendesk Support: