Let Zendesk handle routine product questions
A support team used an AI agent in Zendesk to answer common product questions and free staff for other work.
- What they did
- Gravity CX set up a Zendesk-based agent for The Bart Group to respond to product questions and guide customers to answers without a human taking over. They rolled it out in stages, starting with summaries, then ticket sorting, then draft replies checked by people, before allowing the system to work on its own.
- How it went
- The agent now deals with over 2,000 customer conversations each month. That change let three full-time support workers move into sales roles, and nobody lost their job. The client did not publish accuracy or satisfaction data.
- Tips
- Assign one person to monitor, adjust, and maintain the system. Keep the underlying help content in plain text articles, since setups without an owner can deteriorate.
Try it yourself with Zapier Agents
Set up a support agent for [company] in [Zendesk or other help desk] that reads new tickets about [product] and answers the usual questions from [help center URL, FAQ page, or doc folder]. Only respond when the answer is clear; if confidence is low, send the ticket to a human with a brief summary. For anything involving [billing, refunds, complaints, or account changes], stop before taking any final action and ask me to approve the next step. Begin in draft mode so I can review replies before they are sent, then switch to autonomous replies only after I confirm it is working correctly.
Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.
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