Ticket auto-replies

Our Ticket Response integration is a way for you to provide immediate, intelligent responses to your customers the instant they create or comment on a ticket through Zendesk.

This includes creating a fully customizable AI agent that has access to your existing sources of knowledge that can reply with email content such as:

  • Follow-up questions to expedite ticket resolution
  • Suggested debugging steps
  • Links to relevant documentation

You have full control — you can also specify in natural language a filter for which tickets should trigger the AI agent to respond and which shouldn’t, using any information from the ticket or the user’s profile.

Follow these steps to install the integration:

  1. In the Markprompt dashboard (Agent tab):
  • Create a new Agent with the agent type set to “Email”.
  • Connect any sources of knowledge and policies you would like the AI agent to use.
  • In the Instructions field, describe how the email should be written.
  • Optionally, in the Condition field, specify a filter for which tickets should trigger a response.

  1. In the Markprompt dashboard (Integrations tab):
  • Install the Zendesk Ticket Response integration in your Markprompt project.
  • In the configuration, select the Agent you created in the previous step.

  1. In the Zendesk admin panel:
  • Navigate to Apps and Integrations > Actions and webhooks > Webhooks.
  • Create a new webhook with the connection set to “Trigger or automation”.
  • Set the endpoint URL to https://api.markprompt.com/webhooks/zendesk/auto-reply .
  • Set the request method to POST.
  • Set the request format to JSON.
  • Choose either API Key or Bearer Token authentication, and input the corresponding token from the Markprompt dashboard settings tab.

  1. In the Zendesk admin panel:
  • Navigate to Objects and rules > Business rules > Triggers.
  • Create a new trigger with the condition Ticket|Is|Created.
  • Add an Action, and set the category to Other > Notify by > Active Webhook, and set the value to the name of the webhook you created in step 3.
  • Fill in the JSON request payload with the following information. The metadata field is optional, and can be used to pass additional information to the AI agent that will be available in its instructions through templates . The ticketId and requesterEmail fields are required and must be input exactly as they are shown below.
 
1  {
2    "ticketId": "{{ticket.id}}",
3    "requesterEmail": "{{ticket.requester.email}}",
4    "metadata": {
5      "name": "{{ticket.requester.name}}"
6    }
7  }