Solution · By software
You’ve got Zendesk set up, macros and triggers and all. And someone still reads every ticket to decide which one applies.
Zendesk gives you the platform: macros, triggers, automations, views, SLAs, a Help Center and an API everything runs through. What it doesn’t give you is the judgment that picks the right macro, the person who fills the fields your rules depend on, or the data that doesn’t live in Zendesk at all. On your own account —your macros, your triggers, your history— we build the AI layer that does that part on its own. No switching helpdesk.
The problem
Zendesk automates rules. The judgment that decides which rule applies still comes from a person.
- You have a macro catalog someone lovingly built years ago. The macro doesn’t fire itself: an agent reads the ticket, decides which one fits and applies it by hand, one after another, shift after shift.
- Your triggers and automations work beautifully — on whatever is in the fields. And the fields get filled by a person after reading what the customer wrote in free text, so the rule fires late, doesn’t fire, or fires the wrong way.
- Half the replies force someone out of Zendesk —the order in the ERP, the payment in billing, the status in the usual system—, copy the data and paste it back into the ticket.
- The Help Center ages on its own: the article that solved the case is out of date or was never written, so the agent drafts from scratch the same thing your team already solved a hundred times and buried in ticket history.
Cost of staying the same
It doesn’t show up on the Zendesk invoice: you have the platform and it works. You pay for the part the platform doesn’t cover —skilled people acting as a switchboard between the customer’s free text, the field that needs filling, the macro that needs picking and the system where the real data sits—. And it shows where it hurts: tickets waiting for someone to look at them so the rule can fire, macros nobody uses because nobody remembers which was which, and years of solved cases that are only good for searching by hand. The better your Zendesk is set up, the more expensive it gets that it still needs a human to start it.
The solution
An AI layer on Zendesk’s API that reads the ticket, fills the fields, proposes the macro and pulls in what lives outside
- 1We audit your Zendesk before touching anything: which macros actually get used and which have been dead for years, which triggers and automations fight each other, which custom fields arrive empty, which views each team watches and where your SLAs break. That’s where the map of where the time goes comes from —your account, not an industry template—.
- 2We connect through Zendesk’s API with a private app and scoped permissions, no ticket migration and no rebuilding your setup. The AI reads the ticket’s free text and the whole thread, fills the custom fields your rules work on and proposes the macro your best agent would apply, inside the same Zendesk screen your team already uses.
- 3We cover what Zendesk can’t see: the data sitting in your ERP, your order system or your billing arrives in the ticket already looked up —via API or via a side conversation— and the Help Center stops ageing on its own because we feed it with the cases your team solves every day.
- 4It ships with a safety net and measured: propose mode first, with the agent confirming. We measure what share of tickets come out with the right fields and macro untouched, how many the agent corrects afterwards, and how much time to first reply drops. Autonomy widens per ticket type when the numbers justify it, not on faith.
What changes
What you stop losing
The macro stops depending on someone remembering it: the AI reads the ticket and proposes the one your team would apply, so the catalog you already paid for gets used again instead of sitting there as decoration.
Mechanism
Your triggers stop firing blind: the custom fields arrive filled from the customer’s free text, so the rule you already wrote fires when it should and not when someone remembers to classify.
Mechanism
The data living outside Zendesk stops being fetched by hand: it lands in the ticket already looked up in your ERP or your order system, and the agent replies without hopping screens or pasting anything back.
Mechanism
What we measure: % of tickets with correct fields and macro without intervention, agent correction rate afterwards, time to first reply, and Help Center articles created or updated from cases already solved.
What we measure
Spec sheet
- Work it removes
- having an agent read every ticket to fill the fields your rules depend on, pick the right macro by hand and leave Zendesk to hunt down the missing data
- Typical setup
- 2–4 weeks
- Input
- the ticket already landing in your Zendesk through the channels you have connected, with its free text and its thread, plus your history of solved cases and your Help Center
- Output
- the ticket left inside Zendesk with its custom fields filled, the macro proposed or applied, the reply drafted in your tone and the external data already pulled into the thread
- Works with
- Zendesk SupportZendesk SuiteZendesk Guide (Help Center)Zendesk ExploreZendesk SunshineWhatsApp Business
- Can connect to
- Your Zendesk macros, triggers, automations, views and custom fieldsYour Help Center and your history of solved ticketsThe systems where the data Zendesk doesn’t have lives (ERP, orders, billing, CRM)
- What we measure
- % of tickets with correct fields and macro without interventionagent correction rate afterwardstime to first replyHelp Center articles created or updated from solved cases
- Good fit for
- teams already running Zendesk with their macros, triggers and views that want to stop needing a person to trigger what is already configured
- Not a fit for
- anyone not running Zendesk yet —you sort out the operation first, then you automate— or anyone looking to switch helpdesk: that’s a different project and we say so before we start
Frequently asked questions
They do half of it, and it’s the easy half. Macros, per Zendesk’s own documentation, contain only actions, not conditions: nothing is evaluating the ticket to decide whether to apply them — agents evaluate the tickets and apply macros manually. Triggers and automations do evaluate on their own, but against field conditions — and someone has to fill those fields after reading what the customer wrote in free text. That’s the gap: your setup is correct and it still needs a human to start it. Our layer puts the missing judgment —read, fill, pick— on top of the rules you already have, without rewriting them. Source: Creating macros for repetitive ticket responses and actions, Zendesk Help, accessed 13 September 2026.
No, and if anyone makes that a prerequisite, be suspicious. Your Zendesk stays where it is, with your macros, your views, your forms and your SLAs. We work through its API with a private app and permissions scoped to what’s needed, so nobody rebuilds your setup or moves a ticket. Your team keeps opening the same screen as always; what changes is that the ticket already arrives with fields filled, macro proposed and outside data pulled in. If some flow of yours depends on a Marketplace app that doesn’t expose what we need, we spot it in the first week and tell you the exact bridge before billing you anything.
Different axis. Classifying support tickets is the job: tag the reason, prioritise and route to the right queue, on whichever helpdesk you run. The AI support agent is the one that resolves the whole case and executes the action. This is the platform: getting YOUR Zendesk to deliver everything it already has configured and today doesn’t trigger on its own —the fields, the macros, the triggers, the Help Center, the history—. They fit together well, usually in that order: first make Zendesk work on its own, then fine triage, then the agent that closes. What we don’t do is sell you all three as if they were one.
Use it, and we won’t build anything on top that repeats it. Zendesk has been putting AI inside the product for years —macro suggestions, agent copilot, AI agents over the Help Center— and it works well on its own turf: what Zendesk already knows, with the data Zendesk already has. Our layer lives right at the edge: the free text that has to become the specific field YOUR rules fire on, the data sitting in your ERP and not in Zendesk, your account’s history turned into Help Center articles. If a native feature covers a case, we use the native one and say so; you pay us for what it doesn’t cover, not for repackaging it.
You assume it will and you design for it, instead of promising it won’t. It starts in propose mode: the AI leaves the fields and the macro ready and the agent confirms with one click, the same way you review someone who just joined. With accuracy measured per ticket type —this reason, from this form, for this brand, is already nailed— you release autonomy where the numbers justify it and keep it on propose where they don’t. Anything borderline always escalates: if the ticket is ambiguous, the customer mixes three things, or the amount falls outside the pattern, it doesn’t invent, it flags. And since every action is traced on the ticket, the error shows up, the rule gets fixed and it doesn’t repeat.
Want it running in your business?
You’ve pinned the problem. We ship the fix and leave it measured.