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The Aide panel shows your agents Aide’s work beside the ticket they have open, in the Zendesk ticket sidebar and in Front: Aide’s draft, the ticket’s topics, suggested macros and the customer’s orders. Nothing is ever sent or overwritten without the agent.

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Install it

Your helpdesk must be connected to Aide first. Settings > Agent panel has the install steps for each:
  • Zendesk: a Zendesk admin installs Aide from the Zendesk Marketplace, once for the whole helpdesk. It opens in the ticket sidebar. If Aide is already installed, there’s nothing to reinstall.
  • Front: the Aide app you connect in Front brings the panel to the sidebar and Aide’s draft tools to the composer. Open a conversation, choose Aide among the plugins in the right sidebar, and sign in.
Each agent signs in to Aide once from the panel, in a small Aide window, and stays signed in after that. In Zendesk, if the account isn’t connected to Aide yet, the panel shows “Connect Zendesk to Aide” for an owner or admin.

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On a ticket

  • Draft: Aide’s draft for the customer’s latest message, or a suggested reply. Insert puts it in the reply box. It never sends, and never replaces text the agent already typed.
  • Feedback: rate the draft and mark each topic right or wrong, so Aide learns what your team expects.
  • Suggested macros: apply one in a click with the helpdesk’s own macro.
  • Orders: the customer’s Shopify orders, with items, shipments and address. Agents can refund, cancel, change the address, add a note, remove an item, send a free replacement, start a return, or hold fulfillment, and approvers approve or reject waiting actions. An action taken from Aide leaves an internal note on the ticket saying what was done.
In Front, the composer plugin also puts Aide’s draft at the cursor and rewrites a reply (improve, shorter, longer, friendlier, more formal, fix grammar), replacing it only after the agent previews the result.

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Your preferences

In Settings > Agent panel, under “Your preferences”, each teammate chooses:
  • Fill the reply box (Zendesk): “Follow the workspace”, On or Off. When on, opening a ticket with a new customer message puts Aide’s draft in an empty public reply. It never fills an internal note, never replaces what you typed and never submits.
  • Start collapsed: open the panel folded to its header on each ticket.
From the panel itself, agents can also hide it or sign out.

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What the panel shows

“What the panel shows” lists the workspace’s switches: AI drafts, Topic feedback, Draft feedback and Macro suggestions. They apply to everyone; owners and admins change them in Settings > Copilot. If you used the previous Aide panel, the sidebar now opens the new one. Agents sign in once again.