Support · Agents

Answer routine tickets from your own help docs

The agent reads each ticket, checks your help center, and either drafts the reply or sends it to the right team. Your people keep the tricky ones.

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Riley14:05

can you look at ticket 4412 from Acme? Not sure if we can answer it straight away.

SupportAgent14:05

Had a look. It's a billing question, not a bug. I've drafted a reply below but haven't sent anything.

Ticket #4412 from Acme asks why their invoice is higher than expected. The answer is in your help article on mid-month billing, and it belongs with the billing team.

Draft reply: "Your March invoice includes two seats added partway through the month, which is why it's higher. The difference is credited on your next bill, and I'm happy to walk you through the numbers if useful."

Sources

Zendesk, Help center

The queue at 9am

Simple questions wait in line behind a real outage
New team members hunt for the same three help articles
Everyone answers in a slightly different voice, with slightly different policy
Nobody turns answered tickets into better help docs

With a Support Agent

What the customer wants, who should handle it, and a draft reply, right there in the Slack thread
Every draft points to the help article it came from, so you can check it
Humans keep refunds, legal and anything angry
Once you trust it, the same agent can look at every new ticket automatically

How it works

1
Connect your help desk and your docs
Zendesk, Linear or Jira for the tickets. Notion, Drive or a Vault for the answers. The agent can only answer as well as those docs.
2
Set the rules in plain English
What it may draft, what always goes to a person, which team handles what. Refunds and legal stay with humans until you say otherwise.
3
Try it on one ticket, then let it watch the queue
Mention it on a ticket in Slack first. When the drafts look right, let it check every new ticket as it arrives.

Better together

Knowledge

Help articles, past tickets and policy stored in a Vault, so every draft comes from your docs rather than being improvised.

Works with

FAQs

Not unless you allow it. Out of the box it drafts a reply for someone on your team to send. You can add an approval step, or eventually let it send the routine answers itself.

It will draft from the wrong article, which is exactly why every draft shows its source. You spot it, fix the doc, and every future answer improves. You can also ask it to flag questions your docs don't cover.

Yes. If your help center exists in the customer's language it will use it, and one line in its instructions makes sure replies always match the language of the ticket.

Zendesk's AI only sees what's inside Zendesk. A QX agent can read Zendesk, your Notion docs and your engineering tickets together, then post its suggestion in Slack. Plenty of teams use both.