Zendesk Agent Assist

Our Agent Assist integration for Zendesk is a suite of tools inside Zendesk to help you and your support agents close tickets faster and better:

  • Automatically generate draft replies.
  • Summarize tickets.
  • Translate to English.
  • Get references to helpful articles based on the ticket content.
  • Harmonize reply language to your brand and tone.

Installing the integration is a two-step process.

  1. First, install the Zendesk Agent Assist integration in your Markprompt project.

  2. Then, install the Markprompt Agent Assist AI app in your Zendesk organization.

Templates

There are a few template variables available to use in the agents you connect with your Zendesk Agent Assist integration. See the guide on templates for more information on how to use templates in your agents.

Agent

These variables can be set in the settings tab of the Agent Assist extension.

  • {{agent.name}}
  • {{agent.email}}

Customer

These variables are automatically detected from the Zendesk ticket and reflect the information of the customer that created the ticket.

  • {{customer.name}}
  • {{customer.email}}
  • {{customer.organization}}

Example

As an example, you can write the following instructions for your drafting agent:

 
1Hello {{customer.name}},
2
3Thank you for reaching out to us, and we appreciate the continued engagement from your team at {{customer.organization}}.
4
5...
6
7Best regards,
8{{agent.name}}
9{{agent.email}}