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 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.

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.

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.