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This is a reference for how Aide behaves once Zendesk is connected: what it reads, where its drafts appear, which tickets it answers itself and what it writes back. Zendesk’s page is under Integrations. To connect Zendesk and for what each inbox setting does, see Connect Zendesk, Front or Gorgias.

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What Aide reads

  • Brands. Each active Zendesk brand is an inbox in Aide, with the brand’s default support address as the address replies go from. A brand you add in Zendesk shows up at the next sync, or select Sync now. A brand you deactivate is switched off in Aide and keeps its settings.
  • Tickets and comments, with each ticket’s own channel.
  • Agents, admins and groups, so Aide can assign a ticket to a person or a group.
  • Tags, ticket fields and active macros.

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Where drafts appear

Under Where drafts go, a brand offers two places, and you can use both:
  • Internal note: the draft is an internal note on the ticket. Aide’s handoff notes are internal notes too.
  • In the Aide panel: the draft sits in the ticket sidebar, where an agent inserts it into the reply box. See The Aide panel in Zendesk and Front.

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What Aide answers itself

Once a brand’s rollout is past Watch only and Send replies is on, Aide answers email tickets itself, for topics set to AI Agent. Tickets created from a web form or through the API count as email. On messaging, chat and SMS tickets, and on public comments from social channels, Aide drafts for your team and doesn’t send. Under Reply identity, choose who a reply comes from: Post as Zendesk user (the connected account unless you pick an agent), From address (the brand’s own address unless you enter another) and Sender name. For going live step by step, see Take a helpdesk inbox live in stages. For topic levels, see Control what Aide is allowed to do for each topic.

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One update per answer

Aide’s note, tags, fields, assignment and status land in one ticket update, and its reply in a second, so your triggers see one change instead of many. If a teammate updates the ticket at the same moment, Aide reads the ticket again and retries instead of overwriting their change.

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After Aide replies

Set the status to offers Workspace setting, Leave the status as it is, Open, Waiting on customer (Pending) and Solved. Aide sets Solved, not Zendesk’s locked Closed status.

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Ticket fields

Your Zendesk custom ticket fields appear in Aide as conversation fields with a “From Zendesk” badge: text, multi-line, regex, numeric, decimal, date, checkbox, drop-down and multi-select fields. Lookup relationship fields, credit card fields and Zendesk’s system fields (subject, status, priority, group, assignee) aren’t brought in. Procedure conditions can read their values, and a value Aide collects from the customer is written back to the Zendesk field. Change a field’s name and options in Zendesk. In Aide you can still set how Aide asks for it. See Custom fields on conversations and customers.

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Macros

Active Zendesk macros come into Aide read-only, with a “From Zendesk” badge. A procedure or a teammate in Aide can run one on a Zendesk ticket, and it applies as Zendesk would. See Macros for Aide, Zendesk and Front.

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Topics and outcomes on the ticket

Per brand, Aide can write each ticket’s topic as a tag, into a ticket field, or both. See Topics and how Aide tags conversations. Under What Aide did, Tag what Aide did adds aide-drafted, aide-replied or aide-handoff, and Outcome field writes the same into a text, drop-down or multi-select field. A value a person set is never overwritten.

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How Aide hears about ticket changes

When you connect, Aide adds one webhook to your Zendesk, named “Aide: ticket events”. If your Zendesk plan doesn’t offer ticket events to webhooks, Aide adds a webhook and a trigger instead, both named “Aide: ticket changes”, and the Status section of the integration page says “Zendesk sends ticket changes through a trigger on this plan.” Leave these in place. Aide checks them every hour and puts them back if they were deleted, deactivated or edited. Disconnecting removes them. A ticket deleted in Zendesk is closed in Aide. A ticket marked as spam moves to spam. A ticket merged into another continues as the ticket it was merged into.