Importing ticket data into an AI agent

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<p id="docs-hc-snippet" style="display: none;">After youcreate an AI agentandconnect it to email, you can import ticket data. This populates the AI agent’sconversation logswith historical data.</p>
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<p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749415066" target="_blank">create an AI agent</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357750858010" target="_blank">connect it to email</a>, you can import ticket data. This
populates the AI agent’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">conversation logs</a> with historical data. </p>
<p class="p"><strong class="ph b">To import ticket data into an AI agent</strong></p>
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<ol class="ol" id="adv_importing_tickets__ol_u4m_4xn_khc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="adv_importing_tickets__d9e356" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">CRM integration</strong>.</span></li>
<li class="li">On the Overview tab, click <strong class="ph b">Import conversations</strong>.<p class="p"><img class="image" id="adv_importing_tickets__image_frg_zxn_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_import_conversations_button.png" width="400"></p>
<p class="p">The Import conversations from
Zendesk Support panel opens.</p>
<p class="p"><img class="image" id="adv_importing_tickets__image_mpz_vxn_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_import_conversations_zendesk_support.png" width="450"></p>
</li>
<li class="li">In <strong class="ph b">Time frame</strong>, select the window of time you want to import tickets from. </li>
<li class="li">(Optional) In <strong class="ph b">Maximum messages</strong>, enter the maximum number of tickets you
want to import. </li>
<li class="li">(Optional) In <strong class="ph b">Tag</strong>, enter the specific tags that a ticket must have in
order to be imported. </li>
<li class="li">In <strong class="ph b">Channel</strong>, select one or more channels that a ticket must have
originated from in order to be imported. </li>
<li class="li">In <strong class="ph b">Depth</strong>, enter the number of responses within a ticket that should be
imported.<p class="p">The default is 2.</p>
</li>
<li class="li">(Optional) Select <strong class="ph b">Import tags</strong> to import any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835059482" target="_blank">tags on the ticket in Zendesk Support</a>
as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749583130" target="_blank">labels on the conversation</a>.</li>
<li class="li">In <strong class="ph b">Group</strong>, enter the ID of one or more groups that a ticket must have been
assigned to in order to be imported.<p class="p">Separate multiple group IDs with commas.
For help finding a group ID, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837673114" target="_blank">How can I retrieve the group ID in
Support?</a></p>
</li>
<li class="li">In <strong class="ph b">Benchmark model</strong>, select <strong class="ph b">Import only</strong>. </li>
<li class="li">Click <strong class="ph b">Import</strong>.<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">conversation logs</a>.</p>
</li>
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