> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/gateways/zendesk.md).

# Zendesk

*Last updated: May 6, 2026*

Connect Zendesk to let Aissist work on tagged tickets and conversations.

With Zendesk, Aissist can:

* draft or send replies
* add tags
* create summaries
* detect when human follow-up is needed

### Create the Zendesk gateway

1. Go to **Deploy → Gateways**.
2. Click **Add Gateway**.
3. Choose **Zendesk**.
4. Follow the setup steps to authorize the connection.

### How Zendesk routing works

Zendesk gateways use **Groups** as the managing point.

To let Aissist process a ticket, make sure the ticket is assigned to the correct group.

See [Deploy Gateway](/tutorial/deploy-gateway.md) for managing point setup.

### Choose the operating mode

During setup, choose the operating mode:

* **Auto-Pilot** — Aissist replies automatically

Start with one narrow workflow.

Run **Auto-Pilot** for a short period, review the results, optimize Aissist, then gradually increase **Auto-Pilot** time.

### How Aissist works in Zendesk

Aissist can support the Zendesk workflow in several ways.

#### Reply and tag

Aissist generates context-aware replies and applies relevant tags.

This helps your team organize tickets and automate follow-up rules.

<figure><img src="/files/bGTLG8otXDg8MwDGWDH0" alt=""><figcaption></figcaption></figure>

#### Summary and handoff

Aissist can summarize the conversation and detect when human help is needed.

This helps your team pick up the ticket with the right context.

<figure><img src="/files/BKwoiSBvF0ZU0eHbSNSn" alt=""><figcaption></figcaption></figure>

### Best practice

Start with one tagged workflow, such as a specific queue or ticket type.

Run **Auto-Pilot** for a short period, review the results, optimize Aissist, then gradually increase **Auto-Pilot** time.