Available CRM actions for AI agents and Zendesk Support

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<p id="docs-hc-snippet" style="display: none;">CRM actions allow communication between AI agents and your CRM platform.</p>
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<p class="p">CRM actions allow communication between AI agents and your CRM platform.</p>
<div class="p">This article covers the following supported CRM actions for Zendesk Support:<ul class="ul" id="topic_rbs_nn1_z2c__ul_cd1_x41_z2c">
<li class="li"><a class="xref" href="#topic_tvk_cp1_z2c">Add tag</a></li>
<li class="li"><a class="xref" href="#topic_pgf_cp1_z2c">Add internal note</a></li>
<li class="li"><a class="xref" href="#topic_apk_bp1_z2c">Get user info</a></li>
<li class="li"><a class="xref" href="#topic_tfx_cp1_z2c">Get ticket info</a></li>
<li class="li"><a class="xref" href="#topic_q5d_dp1_z2c">Update ticket info</a></li>
<li class="li"><a class="xref" href="#topic_etm_dp1_z2c">Get ticket tags</a></li>
<li class="li"><a class="xref" href="#topic_lxy_dp1_z2c">Merge tickets</a></li>
<li class="li"><a class="xref" href="#topic_u23_35k_1fc">Get organization info</a></li>
<li class="li"><a class="xref" href="#topic_mvl_j5k_1fc">Add macros</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="topic_rbs_nn1_z2c__ul_azr_21l_1fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770" target="_blank">Creating and adding actions for AI agents</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tvk_cp1_z2c">
<h2 class="title topictitle2" id="ariaid-title2">Add tag</h2>
<div class="body">
<p class="p">Adds a tag to tickets for easier management.</p>
<p class="p">The following example shows how to set the Add tag action at the AI agent level. In this
case, the tag bot_reviewed set at the AI agent level applies to all tickets coming through
the AI agent. If this is set at the intent level, it applies only to tickets that have
triggered that intent, as opposed to all tickets. </p>
<p class="p"><img class="image" id="topic_tvk_cp1_z2c__image_hkg_znm_y2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_5755241363346.png" width="500"></p>
<p class="p">The following example shows how to set the Add tag action at the content level. In this
case, the tag payment_terms_change is added to all the messages that triggered the intent
Changes to payment terms.</p>
<p class="p"><img class="image" id="topic_tvk_cp1_z2c__image_cy2_4q1_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_4402231559698.png" width="500"></p>
<div class="p">
<div class="div">
<p class="p">You can automatically update ticket forms by combining the Add tag action in the AI
agents workspace and a trigger. Let's consider an example where all tickets for login
issues are tagged and the ticket forms are updated. </p>
<p class="p"><strong class="ph b">To tag tickets for login issues and update the ticket forms</strong></p>
<div class="p">
<ol class="ol" id="topic_tvk_cp1_z2c__ol_hmt_rp1_z2c">
<li class="li">In the AI agents workspace, set up an Add tag action at the intent level to add a
login_problem tag.<p class="p">Make sure this action comes before all other
actions</p>
<p class="p"><img class="image" id="topic_tvk_cp1_z2c__image_obt_rq1_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_11184727794706.png" width="500"></p>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466#topic_qfk_s23_vsb" target="_blank">Create the trigger</a>.<div class="p">
<ul class="ul" id="topic_tvk_cp1_z2c__ul_dtc_wp1_z2c">
<li class="li">Name the trigger to match the intent.</li>
<li class="li">Add a condition for tickets with the "login_problem" tag.</li>
<li class="li">Add an action to select the form you want to update.<p class="p"><img class="image" id="topic_tvk_cp1_z2c__image_xdq_vt1_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_11184727830930.png" width="500"></p>
</li>
</ul>
</div>
</li>
</ol>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pgf_cp1_z2c">
<h2 class="title topictitle2" id="ariaid-title3">Add internal note</h2>
<div class="body">
<p class="p">Adds an internal note to keep your agents in sync. Internal notes are not visible to
customers.</p>
<p class="p"><img class="image" id="topic_pgf_cp1_z2c__image_xg5_j51_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_5755243296274.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_apk_bp1_z2c">
<h2 class="title topictitle2" id="ariaid-title4">Get user info</h2>
<div class="body">
<p class="p">Retrieves customer information in Zendesk. You can use this information to personalize your
messages or to create reply variations. This action works with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749555610#h_01JFDKCPKWX8GNW8HG99GMEB39" target="_blank">Ticket Received event</a> only.</p>
<p class="p"><img class="image" id="topic_apk_bp1_z2c__image_mcc_2w1_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_7244636580754.png" width="500"></p>
<p class="p">The following user information can be retrieved:</p>
<div class="p">
<ul class="ul" id="topic_apk_bp1_z2c__ul_kdx_jv1_z2c">
<li class="li">id</li>
<li class="li">email</li>
<li class="li">name</li>
<li class="li">created_at</li>
<li class="li">locale</li>
<li class="li">locale_id</li>
<li class="li">organization_id</li>
<li class="li">phone</li>
<li class="li">shared_phone_number</li>
<li class="li">photo</li>
<li class="li">role</li>
<li class="li">time_zone</li>
<li class="li">updated_at</li>
<li class="li">url</li>
<li class="li">verified</li>
<li class="li">custom fields</li>
</ul>
</div>
<div class="p">
<div class="div">
<div class="p">In the Parameter field, enter the selected field name as is, but with the first
letter capitalized. In addition, add the word "customer" as a prefix and without spaces
in between. For
example:<pre class="pre codeblock"><code>email --&gt; customerEmail; locale_id --&gt; customerLocale_id.</code></pre>
</div>
If
you want to use the same value in your replies for personalization, put it in double curly
brackets. For example, <code class="ph codeph">{{customerEmail}}</code> .</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_tfx_cp1_z2c">
<h2 class="title topictitle2" id="ariaid-title5">Get ticket info</h2>
<div class="body">
<p class="p">Retrieves ticket information based on ticket fields. To retrieve a system field, use the
field name as key. To retrieve a custom field, add <code class="ph codeph">custom_fields</code> as the
prefix followed by the custom field id.</p>
<p class="p"><img class="image" id="topic_tfx_cp1_z2c__image_jm2_cx1_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_7244751365266.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_q5d_dp1_z2c">
<h2 class="title topictitle2" id="ariaid-title6">Update ticket info</h2>
<div class="body">
<p class="p">Updates ticket fields to streamline your processes. Set this at the intent/reply level as
opposed to the AI agent level. This action works with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749555610#h_01JFDKCPKWX8GNW8HG99GMEB39" target="_blank">Ticket Created and Ticket Received events</a> only.</p>
<div class="p">The following fields can be updated:<ul class="ul" id="topic_q5d_dp1_z2c__ul_npy_sx1_z2c">
<li class="li">Assignee ID</li>
<li class="li">Assignee email</li>
<li class="li">Group ID</li>
<li class="li">Type<ul class="ul" id="topic_q5d_dp1_z2c__ul_rcl_cy1_z2c">
<li class="li">problem</li>
<li class="li">incident</li>
<li class="li">question</li>
<li class="li">task</li>
</ul>
</li>
<li class="li">Priority<ul class="ul" id="topic_q5d_dp1_z2c__ul_bv4_gy1_z2c">
<li class="li">urgent</li>
<li class="li">high</li>
<li class="li">normal</li>
<li class="li">low</li>
</ul>
</li>
<li class="li">Status<ul class="ul" id="topic_q5d_dp1_z2c__ul_jmm_hy1_z2c">
<li class="li">new</li>
<li class="li">open</li>
<li class="li">pending</li>
<li class="li">hold</li>
<li class="li">solved</li>
<li class="li">closed<div class="note">
<span class="notetitle">Note:</span> When using the Update ticket Info action to change the status to
solved or closed, all required fields must be completed. </div>
</li>
</ul>
</li>
</ul>
</div>
<p class="p">Both system ticket fields and custom ticket fields can be selected in the dashboard
directly once your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357750866970" target="_blank">AI agent is authorized</a>. </p>
<p class="p">You can also update a custom field by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794#topic_ubz_ynk_xj" target="_blank">adding a custom ticket field</a>, then selecting the
field type you'd like to update and entering the value to be updated to the ticket. For
drop-down fields, you need to add the "Field Value" tag to the "Value" field in the custom
field action. Follow the steps below to update the field:</p>
<p class="p">The following example updates the type, priority, status (all system fields), and phone
number (a custom field) when a ticket is received. The system fields can be selected, but
you need the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832419738" target="_blank">custom ticket field ID</a> to update the custom field.
The value customerPhone needs to be added in entities so the AI agent recognizes it when a
user enters their phone number.</p>
<p class="p"><img class="image" id="topic_q5d_dp1_z2c__image_xr2_q1b_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_4515572962578.png" width="500"></p>
<p class="p"><img class="image" id="topic_q5d_dp1_z2c__image_dqy_l1b_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_4515551591058.png" width="500"></p>
<p class="p">The following example is useful for incident ticket management. When an incident occurs,
any ticket coming in can be linked to the problem ticket. Solving that one problem ticket
solves all the incident tickets linked to it. To set it add the Update ticket info action
with the fields set as follows:</p>
<div class="p">
<ul class="ul" id="topic_q5d_dp1_z2c__ul_qns_hbb_z2c">
<li class="li">Event: Ticket Received</li>
<li class="li">Action: Update Ticket Info</li>
<li class="li">Type: Incident</li>
<li class="li">Problem Ticket ID: &lt;<em class="ph i">problem ticket ID</em>&gt;</li>
</ul>
</div>
<p class="p"><img class="image" id="topic_q5d_dp1_z2c__image_gk3_v1b_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_4402235502610.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_etm_dp1_z2c">
<h2 class="title topictitle2" id="ariaid-title7">Get ticket tags</h2>
<div class="body">
<p class="p">Gets the tags associated with the ticket and saves the tags in the session as a string,
where each tag is separated by a comma. The action is available on the AI agent level for
the event Ticket Received by Ultimate. It can also be configured on the intent, reply, and
block level. </p>
<div class="p">
<div class="div">
<p class="p">In the following example, the action gets the tags in the ticket and saves it under the
session parameter myTags, where the value is <code class="ph codeph">vip,premium</code>. All the tags
fetched are saved under a string, where each tag is separated by a comma.</p>
</div>
</div>
<p class="p"><img class="image" id="topic_etm_dp1_z2c__image_q32_2hk_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_7406919111954.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_lxy_dp1_z2c">
<h2 class="title topictitle2" id="ariaid-title8">Merge tickets</h2>
<div class="body">
<p class="p">Merges tickets that are from the same customer (that is, the same requester) in a short
period of time to ensure your agents are aware of all the messages coming from that
customer.</p>
<div class="p">The action allows your AI agent to:<ol class="ol" id="topic_lxy_dp1_z2c__ol_khr_qtk_1fc">
<li class="li">Find tickets from the same customer email. </li>
<li class="li">Check the tags on the tickets and finds common tags. </li>
<li class="li">Merge the tickets "based on certain Zendesk tags" and "Zendesk tags to ignore"
conditions set in the AI agents workspace into the oldest ticket found. </li>
</ol>
</div>
<p class="p">Mandatory fields are:</p>
<div class="p">
<ul class="ul" id="topic_lxy_dp1_z2c__ul_ip5_mrk_1fc">
<li class="li">Status <ul class="ul" id="topic_lxy_dp1_z2c__ul_jp5_mrk_1fc">
<li class="li">New</li>
<li class="li">Open</li>
<li class="li">Pending</li>
<li class="li">On-hold</li>
<li class="li">Solved</li>
</ul>
</li>
<li class="li">Number of days back (1 day is 24 hours)</li>
<li class="li">Requester (customerEmail)</li>
<li class="li">Tags</li>
</ul>
</div>
<p class="p">You can further customize this by specifying which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846535834#topic_hrf_1xn_bfb" target="_blank">existing ticket tags</a> should be included or excluded
when performing this action. </p>
<p class="p">In the following example, consider you want to merge the newly created ticket with tickets
that have the same email and are still open in the past 48 hours. Note that the value
customerEmail under Requester is captured through the Get Customer Info action.</p>
<p class="p"><img class="image" id="topic_lxy_dp1_z2c__image_ttx_4rk_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_4406610015250.png" width="500"></p>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_u23_35k_1fc">
<h3 class="title topictitle3" id="ariaid-title9">Example: Merge tickets based on ticket tags</h3>
<div class="body">
<div class="p">In this example, you want to merge tickets that have the tag refund using the Merge
tickets action. There are four tickets from the same customer, and each ticket has its own
tags:<ul class="ul" id="topic_u23_35k_1fc__ul_pzl_p5k_1fc">
<li class="li">Ticket 1: refund, EN, bot_reviewed</li>
<li class="li">Ticket 2: package_location, EN, bot_reviewed</li>
<li class="li">Ticket 3: refund, FR, bot_reviewed</li>
<li class="li">Ticket 4: refund, FR</li>
</ul>
</div>
<p class="p">The AI agent looks at the tickets that have the tag refund (Ticket 1, 3 and 4), and
merges Ticket 3 and 4 to the oldest ticket (Ticket 1). In this example, Ticket 2 remains
untouched.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_mvl_j5k_1fc">
<h3 class="title topictitle3" id="ariaid-title10">Example: Merge tickets based on ticket tags to ignore</h3>
<div class="body">
<p class="p">In this example there are ticket tags to ignore. Keep in mind that after finding all the
tickets from the same customer email, the AI agent looks for common tags and merges those
tickets into the oldest ticket.</p>
<p class="p">Consider the same four tickets from our previous example: </p>
<div class="p">
<ul class="ul">
<li class="li">Ticket 1: refund, EN, bot_reviewed</li>
<li class="li">Ticket 2: package_location, EN, bot_reviewed</li>
<li class="li">Ticket 3: refund, FR, bot_reviewed</li>
<li class="li">Ticket 4: refund, FR</li>
</ul>
</div>
<div class="p">The action looks for the common tags and counts the number of tickets with each tags:<ul class="ul" id="topic_mvl_j5k_1fc__ul_kyz_dwk_1fc">
<li class="li">refund is on three tickets</li>
<li class="li">bot_reviewed is on three tickets</li>
<li class="li">EN is on two tickets</li>
<li class="li">FR is on two tickets</li>
<li class="li">package_location is on one tickets</li>
</ul>
</div>
<div class="p">Next, the action looks at the "based on certain Zendesk tags" and "Zendesk tags to
ignore" conditions and determines these tags should be excluded:<ul class="ul" id="topic_mvl_j5k_1fc__ul_yqb_nwk_1fc">
<li class="li">EN</li>
<li class="li">FR</li>
<li class="li">bot_reviewed</li>
</ul>
</div>
<div class="p">That leaves the following tags:<ul class="ul" id="topic_mvl_j5k_1fc__ul_l1k_wwk_1fc">
<li class="li">refund is on three tickets</li>
<li class="li">package_location is on one tickets</li>
</ul>
</div>
<p class="p">From these two tags, the AI agent chooses the tag with the most tickets, which is the
refund tag on three tickets. The AI agent next checks which of the three tickets with the
tag refund is the oldest ticket. In this case Ticket 1 is the oldest, so Tickets 3 and 4
are merged into Ticket 1. Ticket 2 remains untouched.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_qr3_2p1_z2c">
<h2 class="title topictitle2" id="ariaid-title11">Get organization info</h2>
<div class="body">
<div class="p">Retrieves system and custom fields of the user’s organization. This action is useful if you
want to tailor the answers users receive based on their organization. A user can belong to
multiple organizations, so the AI agent retrieves information for the first organization it
finds for the user. For example:<ul class="ul" id="topic_qr3_2p1_z2c__ul_wq2_mkz_1fc">
<li class="li">
<strong class="ph b">User belongs to only one organization</strong>: If the user belongs to Organization A
only, the AI agent gets the info from Organization A.</li>
<li class="li">
<strong class="ph b">User belongs to multiple organizations and has a default oranization</strong>: If the
user belongs to Organization A (default) and Organization B, but Organization B is at
top of the list, the AI agent still gets the info from Organization A because it’s the
user’s default organization.</li>
<li class="li">
<strong class="ph b">User belongs to multiple organizations with no default organization</strong>: If the
user belongs to Organization A and Organization B, neither are the user's default
organization, and Organization B is at top of the list, the AI agent gets the info from
Organization B.</li>
</ul>
</div>
<p class="p">The action can be created at the AI agent, use case, and block levels. At the AI agent
level, the action is available only on the event <em class="ph i">Ticket is received by Ultimate</em>.</p>
<p class="p">You can choose from a list of fields to fetch. The custom fields available to get are
labeled as custom field. You can add more fields as needed.</p>
<p class="p"><img class="image" id="topic_qr3_2p1_z2c__image_x3f_kzk_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_7244338357394.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_bfr_cp1_z2c">
<h2 class="title topictitle2" id="ariaid-title12">Add macros</h2>
<div class="body">
<div class="p">
<div class="div">Adds any active macro. You can choose to run these macros at the time a ticket is
received by the AI agent or once it has been processed. As with other actions, these can
also be triggered within the dialogue builder within an intent. <p class="p"><img class="image" id="topic_bfr_cp1_z2c__image_z5r_rzk_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_13516390263442.png" width="500"></p>
</div>
</div>
</div>
</div>
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