Agents Store

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ZBrain's Zendesk Customer Query Resolution Agent automates ticket handling within Zendesk by delivering accurate, context-aware responses with minimal manual intervention. By leveraging a Large Language Model (LLM), it streamlines customer support workflows, accelerates resolution times, and ensures consistent, high-quality communication across all interactions.

Challenges the Zendesk Customer Query Resolution Agent Addresses:

Customer support teams using Zendesk often struggle with high ticket volumes, fragmented knowledge, and inconsistent responses. Teams spend excessive time navigating disconnected systems, leading to delayed resolutions and reduced customer satisfaction. Simple, repetitive queries consume valuable resources, while the lack of contextual understanding makes accurate triage difficult. Scaling support often leads to higher costs and inconsistent responses, putting customer trust and brand reputation at risk.

ZBrain's Zendesk Customer Query Resolution Agent intelligently reads new support tickets, extracts issue context, and queries internal knowledge bases to identify accurate answers. When a match is found, it generates personalized, structured responses and sends emails with accurate information. By automating ticket triage and response generation, the agent reduces manual workload, ensures timely resolutions, and improves overall support quality—empowering teams to scale efficiently while delivering exceptional customer service.

How does the Agent work?

The Zendesk Customer Query Resolution Agent automates customer support by efficiently managing queries and ensuring prompt, structured responses. Below is a step-by-step overview of its workflow:

Step 1: Ticket Detection & Data Extraction

The agent continuously monitors Zendesk for new or open tickets, ensuring no customer query is missed.

Key Tasks:

Automatically detects and retrieves all open customer tickets.
Implements a looping mechanism to handle multiple tickets efficiently.
Extracts essential details, including the customer’s email, query content, and ticket metadata.

Outcome:

Open tickets are identified and queued for further processing.
Critical ticket details are captured for analysis.

Step 2: Knowledge Base Lookup

To provide accurate responses, the agent searches a centralized Knowledge Base (KB) for relevant information.

Key Tasks:

Accesses a structured repository of FAQs and predefined answers.
Searches for relevant responses based on the context of the customer’s query.

Outcome:

The agent determines whether an appropriate answer is available in the KB.

Step 3: Intelligent Query Assessment & Response Decision

The LLM analyzes the query and available knowledge base data to generate a structured response.

Key Tasks:

Evaluates if an answer is available:
- If a relevant response is found, marks ‘answerpresent’ as ‘Yes’ and formats a structured email response in JSON (including recipient email, subject, and email body).
- If no answer is available, sets ‘answerpresent’ to ‘No’, leaving all other fields empty.

Outcome:

If a response exists, a structured email is generated.
If no suitable answer is found, the query is flagged for further review.

Step 4: JSON Formatting & Workflow Optimization

To maintain consistency and efficiency, the extracted details are structured in a standardized format.

Key Tasks:

Converts ticket data and response determinations into a JSON format using a JSON processor.
Organizes query responses for seamless workflow integration.

Outcome:

Queries and responses (if applicable) are formatted for streamlined execution.

Step 5: Automated Response & Unresolved Query Handling

The agent ensures timely customer communication and logs unresolved queries for future improvements.

Key Tasks:

Sends an automated email response via Gmail for resolvable queries, with the LLM generating context-aware email content based on the identified response.
- Ensures all replies align with predefined messaging standards.
If no suitable KB response is found:
- Logs the unresolved query for future reference.
- Attaches the ticket link with a response message stating: "Unable to find a relevant response to the customer’s query in the knowledge base."
- Supports ongoing KB updates to improve future accuracy.

Outcome:

Customers receive prompt and precise responses.
Unresolved queries are recorded to enhance the KB.

Step 6: Reporting & Escalation

The agent maintains transparency by tracking all interactions and escalating complex cases for manual review.

Key Tasks:

Generates a comprehensive report of all open tickets, including:
- Ticket link, email status, and complete email content.
- If no response is sent, the ticket is attached with a note for reference.
Evaluates whether escalation is required based on predefined criteria.
If manual intervention is needed:
- Creates a support ticket in the customer success channel.
- Summarizes missing details requiring follow-up.
- Suggests relevant questions for human agents to ask customers.

Outcome:

A detailed record of all tickets is maintained.
Complex queries are escalated for human resolution, ensuring customer satisfaction.

Why use the Zendesk Customer Query Resolution Agent?

Faster Response Time: Automates query handling, reducing response time significantly.
Increased Accuracy: Uses LLM-powered analysis for precise, context-aware replies.
Seamless Workflow: Extracts, processes, and resolves tickets systematically.
Reduced Manual Effort: Minimizes human intervention by automating common query resolution.
Scalable Query Management: Efficiently handles multiple queries simultaneously.
Effective Escalation: Flags complex issues for human intervention when needed.
Seamless Zendesk Integration: Works natively within Zendesk, streamlining query resolution without disrupting existing workflows.
Improved Customer Experience: Delivers timely, clear, and accurate resolutions, enhancing brand perception.

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Moreover, the Ticket Assignment Agent contributes to operational efficiency by eliminating the manual effort traditionally required to sort and assign tickets. This minimizes the chances of human error in ticket distribution, which can lead to delays or mismatches in assigning tickets to the right agents. The seamless integration of this AI agent into existing enterprise systems ensures smooth transitions and minimal disruption to daily operations. The agent also incorporates a human feedback loop, allowing support team members to provide feedback in natural language. This feedback is invaluable for continuous improvement, enabling the agent to adapt over time and refine its criteria for assigning tickets even further. This adaptability ensures that the Ticket Assignment Agent remains aligned with the evolving needs of the support team and the organization as a whole.

[image] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/ticket-closure-notification-agent.svg [icon] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/ticket-closure-notification-agent.svg [sourceType] => FILE [status] => REQUEST [department] => Customer Service [subDepartment] => Ticket Management [process] => Ticket Assignment [subtitle] => Automatically assigns tickets raised by customers to support agents based on priority, issue type, or workload distribution. [route] => ticket-assignment-agent [addedOn] => 1736153103953 [modifiedOn] => 1736153103953 ) [2] => Array ( [_id] => 67288bbab66e26002432681e [name] => Next Step Suggestion Agent [description] => The Next Step Suggestion Agent is designed to enhance the efficiency of customer service teams by providing actionable recommendations during the ticket resolution process. By analyzing the type of ticket, historical resolution data, and company-specific protocols, the agent generates context-sensitive suggestions that guide support agents toward the most effective next steps. These recommendations are delivered in real time, directly within the ticketing system, ensuring that agents can quickly access the information they need without disrupting their workflow. This approach not only reduces the time spent on decision-making but also ensures that resolutions align with established best practices, leading to more consistent and accurate outcomes.

The agent integrates seamlessly with existing enterprise systems, allowing it to pull relevant data from past tickets, logs, and knowledge bases to inform its suggestions. By leveraging generative AI, it identifies patterns and insights from historical data, enabling it to provide tailored recommendations that are specific to each unique ticket. This capability helps support agents navigate complex or unfamiliar issues with confidence, minimizing the risk of errors and ensuring that customers receive timely and accurate resolutions. The agent’s ability to adapt to different ticket types and scenarios makes it a versatile tool for customer service teams, regardless of the complexity or volume of tickets they handle.

A key feature of the Next Step Suggestion Agent is its human feedback loop, which allows users to provide input in natural language. This feedback is used to refine and improve the agent’s recommendations over time, ensuring that it continuously evolves to meet the needs of the team. By incorporating user insights, the agent becomes more aligned with the specific workflows and preferences of the organization, further enhancing its effectiveness. This iterative improvement process, combined with its real-time suggestion capabilities, makes the agent a valuable asset for customer service departments aiming to optimize their ticket resolution processes and deliver a higher standard of support to their customers.

[image] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/outage-notification-agent.svg [icon] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/outage-notification-agent.svg [sourceType] => FILE [status] => REQUEST [department] => Customer Service [subDepartment] => Ticket Management [process] => Ticket Resolution [subtitle] => Provides recommended next steps for each support ticket based on ticket type, history, and predefined resolution procedures. [route] => next-step-suggestion-agent [addedOn] => 1730710458640 [modifiedOn] => 1730710458640 ) [3] => Array ( [_id] => 6718e8766090100026a3dc73 [name] => Ticket Escalation Alert Agent [description] => The Ticket Escalation Alert Agent is designed to improve ticket management by utilizing generative AI to automatically sort incoming customer service tickets based on their resolution deadlines. This automation frees customer service teams from manually monitoring ticket status, enabling them to concentrate on resolving tickets that require immediate attention. With its real-time monitoring capability, the Ticket Escalation Alert Agent ensures prompt identification of high-priority issues, leading to faster response times and driving enhanced customer satisfaction.

Beyond merely tracking ticket statuses, the Ticket Escalation Alert Agent personalizes the service by adapting to the specific escalation criteria set by your business. This means the agent not only follows predetermined rules but also evolves based on ongoing feedback, integrating seamlessly into your existing workflows. As a result, customer service representatives can rely on the agent to provide precise alerts, ensuring that no critical issue is overlooked. The high return on investment is evident as the agent reduces ticket response delays and optimizes service efficiency, allowing teams to focus on delivering exceptional customer support.

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In addition to its monitoring and alerting functions, the Response Time Alert Agent features a robust human feedback loop, allowing for continuous improvement. This mechanism ensures that the agent remains adaptable to the evolving needs of the organization, delivering consistent improvements in operational efficiency. By intelligently predicting potential delays and alerting relevant personnel before issues arise, the agent safeguards customer relationships and protects the organization's brand reputation. Integrating seamlessly with existing enterprise systems, this ZBrain AI agent provides a proactive approach to managing ticket response times, ensuring that customer service remains timely, effective, and aligned with strategic business goals.

[image] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/response-time-alert-agent.svg [icon] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/response-time-alert-agent.svg [sourceType] => FILE [status] => REQUEST [department] => Customer Service [subDepartment] => Ticket Management [process] => Response Time Monitoring [subtitle] => Alerts when customer service response times near SLA limits, ensuring compliance and timely customer interactions. [route] => response-time-alert-agent [addedOn] => 1729685611317 [modifiedOn] => 1729685611317 ) [5] => Array ( [_id] => 6718e8666090100026a3dc49 [name] => Ticket Closure Notification Agent [description] => The Ticket Closure Notification Agent is designed to streamline customer service processes by using generative AI to automatically send personalized closure notifications to customers. This agent frees up customer service teams to handle more complex inquiries and engage proactively with customers, rather than getting bogged down in routine communications. By customizing each notification, the agent ensures that messages are clear, consistent, and tailored to the customer's needs, enhancing overall customer satisfaction. These automated messages not only reduce the need for manual follow-up, which minimizes human error, but also ensure that each customer receives timely and accurate information regarding their resolved support tickets.

In addition to notification automation, the Ticket Closure Notification Agent actively contributes to continuous improvement in customer service. By embedding a feedback mechanism within the closure notifications, customers can easily provide their input, which is then used to inform and refine service operations. This feedback loop is crucial for identifying areas of improvement and ensuring that the services offered align with customer expectations. Seamlessly integrated with existing enterprise systems, the agent becomes an indispensable tool for maintaining high standards in communication and service delivery, ensuring that customer interactions are efficient, effective, and continuously optimizing based on direct customer feedback.

[image] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/ticket-closure-notification-agent.svg [icon] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/ticket-closure-notification-agent.svg [sourceType] => FILE [status] => REQUEST [department] => Customer Service [subDepartment] => Ticket Management [process] => Ticket Closure Notification [subtitle] => Notifies customers of resolved support tickets with personalized updates, improving communication and satisfaction. [route] => ticket-closure-notification-agent [addedOn] => 1729685606538 [modifiedOn] => 1729685606538 ) [6] => Array ( [_id] => 6718b7195765070024be1183 [name] => Ticket Reopen Alert Agent [description] => The Ticket Reopen Alert Agent streamlines monitoring by using generative AI to categorize tickets as reopened or resolved, eliminating the need for manual tracking. This allows customer service teams to immediately focus on essential follow-up tasks when a ticket is reopened, ensuring no customer issue is overlooked. The tool’s real-time notifications improve responsiveness, enhancing customer satisfaction and accelerating issue resolution. Keeping the team informed of ticket status changes supports a smoother workflow and elevates service quality.

Beyond monitoring, the Ticket Reopen Alert Agent personalizes customer interactions by identifying patterns in reopened tickets, helping teams address recurring issues proactively. This tailored approach reduces customer frustration and builds trust, making customers feel acknowledged and valued. The agent provides alerts and acts as a feedback mechanism, integrating customer responses to help teams continuously refine their approach. Through this adaptive learning, organizations can respond effectively to changing customer needs, enhancing satisfaction and agility in service delivery.

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Customer Service

Zendesk Customer Query Resolution Agent

Automates customer support by retrieving open tickets, searching the knowledge base, sending email responses, and logging unresolved queries for future reference.