Reference: Default ticket trigger and automations created for AI agents on the email channel (Legacy)

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<p id="docs-hc-snippet" style="display: none;">When youpublish an AI agentto an email or web form channel, the system automatically creates one trigger and two automations. The trigger is how the AI agent sends an initial AI-generated response to a customer’s ticket. The automations are how the AI agent follows up on its initial response to verify that it solved the customer’s question (known as a bump automation) and subsequently set the ticket status to Solved (known as a solve automation).</p>
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<div class="note attention" id="ai_agents_email_trigger_automation__note_amk_kpm_dgc">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. On December 10, 2026, this functionality will no
longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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<p class="p">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish an AI agent</a> to an email or web form
channel, the system automatically creates one trigger and two automations. The trigger
is how the AI agent sends an initial AI-generated response to a customer’s ticket. The
automations are how the AI agent follows up on its initial response to verify that it
solved the customer’s question (known as a bump automation) and subsequently set the
ticket status to Solved (known as a solve automation). </p>
<p class="p">This article describes the default configuration for this ticket trigger and two
automations. While this configuration is designed to work out of the box, you can adjust
the trigger or automations to better suit your workflows if necessary.</p>
<div class="p">
<div class="note" id="ai_agents_email_trigger_automation__note_ig2_qdc_qgc">
<span class="notetitle">Note:</span> See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250#topic_uvm_tlm_dgc" target="_blank">About publishing to an email or web form
channel</a> for important information about how the trigger and automations
are activated, deactivated, and reactivated.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="ai_agents_email_trigger_automation__ul_rgb_spm_dgc">
<li class="li"><a class="xref" href="#topic_ezb_npm_dgc">Trigger configuration: Generative reply for &lt;AI agent’s name&gt;</a></li>
<li class="li"><a class="xref" href="#topic_s4y_npm_dgc">Automation configuration: [GenAI] Bump on autoreply with generative AI</a></li>
<li class="li"><a class="xref" href="#topic_g11_ppm_dgc">Automation configuration: [GenAI] Solve on autoreply with generative AI</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ezb_npm_dgc">
<h2 class="title topictitle2" id="ariaid-title2">Trigger configuration: Generative reply for &lt;AI agent’s name&gt;</h2>
<div class="body">
<p class="p">The trigger that’s automatically created when you publish an AI agent to an email or
web form channel has the default configuration described below. </p>
<p class="p">If needed, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_dwq_zoy_tb" target="_blank">edit the trigger</a>. However, note that
republishing an AI agent restores the associated trigger to its default
configuration. If you customize the default trigger, you must customize it again
after republishing the AI agent.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_rpq_xpm_dgc">
<h3 class="title topictitle3" id="ariaid-title3">Basic information</h3>
<div class="body">
<ul class="ul" id="topic_rpq_xpm_dgc__ul_isp_cqm_dgc">
<li class="li">
<strong class="ph b">Trigger name</strong>: Generative reply for &lt;AI agent’s name&gt; </li>
<li class="li">
<strong class="ph b">Description</strong>: This trigger is used to send a generative reply when a
new ticket is created. </li>
<li class="li">
<strong class="ph b">Trigger category</strong>: AI agents<p class="p"><img class="image" id="topic_rpq_xpm_dgc__image_n5r_xsm_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_trigger_basic_info.png" width="500"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_obq_ypm_dgc">
<h3 class="title topictitle3" id="ariaid-title4">Conditions</h3>
<div class="body">
<ul class="ul" id="topic_obq_ypm_dgc__ul_ebw_cqm_dgc">
<li class="li">
<strong class="ph b">Meet ALL of the following conditions</strong><ul class="ul" id="topic_obq_ypm_dgc__ul_rkw_2qm_dgc">
<li class="li">Ticket &gt; Ticket | Is | Created </li>
<li class="li">Requester &gt; Role | Is | (end-user) </li>
<li class="li">Ticket &gt; Brand | Is | &lt;AI agent’s brand&gt; </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Meet ANY of the following conditions</strong><ul class="ul" id="topic_obq_ypm_dgc__ul_xmt_fqm_dgc">
<li class="li">Ticket &gt; Received at | Is | &lt;your Support email address&gt;<div class="note" id="topic_obq_ypm_dgc__note_sm3_d54_23c">
<span class="notetitle">Note:</span> This condition is required. If the
"Received at" condition is removed from the "Meet ANY of the
following conditions" section, the AI agent can no longer
validate the trigger. As a result, the AI agent will be
unpublished, returned to draft mode, and won't be connected to
the support address.</div>
<p class="p"><img class="image" id="topic_obq_ypm_dgc__image_kql_ysm_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_trigger_conditions.png" width="500"></p>
</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_kwb_zpm_dgc">
<h3 class="title topictitle3" id="ariaid-title5">Actions</h3>
<div class="body">
<ul class="ul" id="topic_kwb_zpm_dgc__ul_cjz_cqm_dgc">
<li class="li">
<strong class="ph b">Category</strong>: Notify by &gt; Autoreply using generative AI </li>
<li class="li">
<strong class="ph b">Recipient</strong>: Ticket &gt; (requester and CCs) </li>
<li class="li">
<strong class="ph b">Email subject</strong>: Request received</li>
<li class="li">
<strong class="ph b">Fallback response</strong>: <em class="ph i">(This is what the AI agent should send if it
can’t provide an AI-generated response.)</em><p class="p">Your request
{{{ticket.id}}} has been received and is being reviewed by our support
staff.</p>
To add additional comments, reply to this email.<p class="p"><img class="image" id="topic_kwb_zpm_dgc__image_fk2_zsm_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_trigger_actions.png" width="500"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_s4y_npm_dgc">
<h2 class="title topictitle2" id="ariaid-title6">Automation configuration: [GenAI] Bump on autoreply with generative AI</h2>
<div class="body">
<p class="p">The bump automation that’s automatically created when you publish an AI agent to an
email or web form channel has the default configuration described below. If needed,
you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626#topic_rsh_miv_ub" target="_blank">edit the automation</a>.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_s22_kqm_dgc">
<h3 class="title topictitle3" id="ariaid-title7">Conditions</h3>
<div class="body">
<ul class="ul" id="topic_s22_kqm_dgc__ul_jbh_mqm_dgc">
<li class="li">
<strong class="ph b">Meet all of the following conditions:</strong><ul class="ul" id="topic_s22_kqm_dgc__ul_rtl_nqm_dgc">
<li class="li">Ticket: Hours since update | (calendar) Greater than | 24 </li>
<li class="li">Ticket: Tags | Contains at least one of the following |
ar_suggest_true </li>
<li class="li">Ticket: Tags | Contains none of the following |
bump_on_email_generative_reply </li>
<li class="li">Ticket: Status category | Less than | Pending<p class="p"><img class="image" id="topic_s22_kqm_dgc__image_fl3_mtm_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_automation_bump_conditions.png" width="500"></p>
</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_vnt_kqm_dgc">
<h3 class="title topictitle3" id="ariaid-title8">Actions</h3>
<div class="body">
<ul class="ul" id="topic_vnt_kqm_dgc__ul_bvr_lqm_dgc">
<li class="li">Notifications: User email | (requester and CCs) <p class="p">Email subject: Re:
{{ticket.title}}</p>
This is an automated email. <p class="p">—</p>
Hi
{{ticket.requester.first_name}}, <p class="p">We’re just wondering if you’ve had a
chance to review our response. </p>
<p class="p">If we don’t hear back from you
we’ll solve this ticket within a few days. </p>
Thanks </li>
<li class="li">Ticket: Add tags | bump_on_email_generative_reply </li>
<li class="li">Ticket: Status category | Pending<p class="p"><img class="image" id="topic_vnt_kqm_dgc__image_ykc_ntm_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_automation_bump_actions.png" width="500"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_g11_ppm_dgc">
<h2 class="title topictitle2" id="ariaid-title9">Automation configuration: [GenAI] Solve on autoreply with generative AI</h2>
<div class="body">
<p class="p">The solve automation that’s automatically created when you publish an AI agent to an
email or web form channel has the default configuration described below. If needed,
you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626#topic_rsh_miv_ub" target="_blank">edit the automation</a>. </p>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_iqn_1rm_dgc">
<h3 class="title topictitle3" id="ariaid-title10">Conditions</h3>
<div class="body">
<ul class="ul" id="topic_iqn_1rm_dgc__ul_ncz_crm_dgc">
<li class="li">
<strong class="ph b">Meet all of the following conditions:</strong><ul class="ul" id="topic_iqn_1rm_dgc__ul_jgn_drm_dgc">
<li class="li">Ticket: Hours since update | (calendar) Greater than | 48 </li>
<li class="li">Ticket: Tags | Contains at least one of the following |
bump_on_email_generative_reply </li>
<li class="li">Ticket: Tags | Contains none of the following |
solved_on_email_generative_reply </li>
<li class="li">Ticket: Status category | Is | Pending<p class="p"><img class="image" id="topic_iqn_1rm_dgc__image_ev5_ntm_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_automation_solve_conditions.png" width="500"></p>
</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_hld_brm_dgc">
<h3 class="title topictitle3" id="ariaid-title11">Actions</h3>
<div class="body">
<ul class="ul" id="topic_hld_brm_dgc__ul_kkn_crm_dgc">
<li class="li">Notifications: User email | (requester and CCs) <p class="p">Email subject: Re:
((ticket.title}}</p>
Hi {{ticket.requester.first_name}}, <p class="p">We contacted
you a few days ago to see if you had a chance to review our response.
</p>
<p class="p">We haven’t heard back so we’ll solve the ticket for the time
being. </p>
We hope you resolved the issue successfully, but, if this
isn’t the case, simply reply to this email within the next few days and your
ticket will reopen again automatically.<p class="p">Thanks </p>
</li>
<li class="li">Ticket: Add tags | solved_on_email_generative_reply </li>
<li class="li">Ticket: Status category | Solved<p class="p"><img class="image" id="topic_hld_brm_dgc__image_qkh_ptm_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_email_automation_solve_actions.png" width="500"></p>
</li>
</ul>
</div>
</div>
</div>
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