# Agents inside your Zendesk

> AI agents for Zendesk: ticket triage, replies drafted as internal notes and help center gap reports on the Ticketing API, with a person who sends every reply.

Canonical page: https://aispeedforce.com/platforms/zendesk/

Last updated: 2026-09-23

Zendesk's Ticketing API lets an agent read tickets, set fields and add comments, and a comment can be private. We build the agent so its replies land as internal notes, and a person on your support team decides what the customer sees.

## Three agents your support team can check

Each one does a single job on the Ticketing or Help Center API. Replies arrive as internal notes, and nothing reaches the customer without a person.

### Ticket triage

Reads each new ticket and the requester's history, sets type, priority and tags, and routes it to the right group.

- **Touches**: tickets, users, organizations, ticket fields
- **Human gate**: Priority changes on tickets you mark as sensitive.

### Drafted replies

Drafts a reply from your help center and past tickets and adds it to the ticket as an internal note for the agent handling it.

- **Touches**: ticket comments (public: false), Help Center articles
- **Human gate**: Every public reply. A person sends it.

### Help center gaps

Finds questions your help center does not answer and drafts article outlines for your team to review.

- **Touches**: Help Center articles, sections, tickets
- **Human gate**: Every article. Nothing is published by the agent.

## What it connects to

Five surfaces, all public Zendesk APIs and frameworks. The agent works as its own API user, so its actions show up in ticket history.

- **Ticketing API**: Reads tickets, users and organizations, and updates fields, tags and groups through one tool per operation.
- **Help Center**: Reads articles to ground its drafts, and drafts new articles for review without publishing them.
- **Triggers**: A trigger can call the agent when a ticket is created or updated, using the conditions your team already maintains.
- **Webhooks**: Triggers send ticket events to the agent through a webhook, so a run starts without polling.
- **Sidebar app**: A small app in the ticket sidebar shows the draft, the sources it used and the run trace, next to the ticket.

### What each agent reads and writes

Read access is broad enough to answer the question, write access is narrow, and every write has a gate until you decide otherwise.

| Agent | Reads | Writes | Human gate |
|---|---|---|---|
| Ticket triage | `tickets`, `users` | Fields, tags, group | Sensitive priority changes |
| Drafted replies | Ticket history, articles | Internal note | Every public reply |
| Help center gaps | Articles, tickets | Drafted outlines | Every article |

## The internal note is the gate

Zendesk already separates internal notes from public replies. The agent writes notes; your support agents decide what the customer sees.

**Where it sits**: On the ticket itself. The draft is an internal note, and the sidebar app shows where the answer came from.

**What a reviewer sees**: The drafted reply, the help center articles and past tickets it drew on, and the run trace behind it.

**What waits by default**: Every public reply, every published article, and priority changes on tickets you mark as sensitive.

**What a rejection does**: An edited or discarded draft is recorded with its trace and becomes an eval case, so the next draft is tested against it.

## Questions support teams ask first

### Will customers ever see an unreviewed reply?

No. The agent writes internal notes. A person on your team turns a draft into a public reply, unless you tell us in writing to change that for a specific type of ticket.

### Does it replace our triggers and macros?

No. It works alongside them. Triggers can start the agent, and the agent can suggest the macro your team would normally apply.

### Where do the answers come from?

From your help center and your past tickets, retrieved for each ticket and cited in the draft, so the person reviewing it can check the source.

### Where to go next

- [Retrieval and data](https://aispeedforce.com/services/retrieval-and-data/)
- [Agent engineering](https://aispeedforce.com/services/agent-engineering/)
- [HubSpot agents](https://aispeedforce.com/platforms/hubspot/)
- [All platforms](https://aispeedforce.com/platforms/)
- [Contact](https://aispeedforce.com/contact/)

## Name one ticket type that eats your team's time

Tell us the question your support team answers most. We will tell you what the agent would read, what it would draft, and how your team would review it.