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Documentation Index

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My AskAI offers three distinct Zendesk integrations that can be used independently or simultaneously: Zendesk Messaging (real-time chat widget), Zendesk Tickets (email and async ticket AI), and AI Tagging (automatic ticket categorisation). Each is available as a separate app in the Zendesk Marketplace.
You must be an Admin in your Zendesk account to connect any My AskAI integration. All integrations are available on paid My AskAI plans.

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Zendesk Messaging vs. Zendesk Tickets

Zendesk Messaging is My AskAI’s real-time chat integration — the AI agent responds directly inside your Zendesk Messenger widget and any other messaging channels connected to Zendesk (WhatsApp, Instagram DMs, Facebook Messenger, and more).
Zendesk Messaging requires Sunshine Conversations access, which is included in the Zendesk Suite Professional plan or above. Contact Zendesk directly to purchase Sunshine Conversations if needed.

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Connecting Zendesk Messaging

1

Open Channels in My AskAI

Log in to your My AskAI Dashboard and go to Channels. Under “Add to helpdesk”, click the Zendesk icon and select Zendesk Messaging.
2

Enter your Zendesk subdomain

Input your Zendesk subdomain (the text before .zendesk.com in your Admin Center URL, e.g. teammyaskai) and click Sign in.
3

Authorise access

Click Allow access on the Zendesk permissions screen. You’ll be redirected back to My AskAI once connected.
4

Activate in Zendesk Admin Center

In Zendesk, go to AI > AI Agents, then click Connect next to the My AskAI agent. Click Connect again on the pop-up, then use the three-dot menu to select Set as default for all channels.
5

Configure auto-close for solved tickets

Go to Objects and rules > Automations and edit the “Close ticket 4 days” automation, changing “Hours since status…” to 1. This returns conversations to the AI agent after tickets are solved. Alternatively, create a Trigger: conditions Ticket Status IS Solved, action Ticket Status > Closed.
6

Confirm and customise

Back in My AskAI, click I’ve completed these steps. Give your agent a name and logo — these appear in the Messenger widget when the AI is responding.

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How the Messaging AI Works

Once connected, the AI agent automatically responds to all incoming messages in your Zendesk Messenger widget. Each response includes reference links to the sources used. A Zendesk ticket is only created when a conversation is escalated to a human agent — AI-only conversations don’t generate tickets.

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Human Escalation in Messaging

When a user says “Talk to a person” (or similar), or the AI cannot answer a question, a Talk to a person button appears in the widget. Once escalated, the AI generates a conversation summary for the incoming agent and stops responding until the ticket is closed or the agent hands control back.
Enable Prevent immediate escalation (under Channels > Zendesk > Zendesk Messaging) to require users to describe their issue before being connected to a human on their very first message. This option is on by default.

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Pausing Messaging Replies

To temporarily pause the AI, go to Channels > Zendesk > Zendesk Messaging, scroll to the bottom, and toggle Pause AI agent on.

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AI Tagging

My AskAI can automatically classify and tag every Zendesk ticket using your own custom tags, categories, or custom fields — eliminating hours of manual tagging.
1

Set up your tags

Go to AI Agent Setup > AI Tagging and click Import custom field or tags. Choose whether to auto-tag a Custom Field or a Tag.
2

Review tag descriptions

My AskAI imports your existing Zendesk custom fields and auto-generates a description for each tag value. Review and refine these descriptions so the AI applies them accurately.
3

Enable auto-tagging

Once descriptions look correct, turn on auto-tagging. The tag ai-agent-tags-applied will be added to every processed ticket.
4

Block replies for specific tags (optional)

In AI Agent Setup > AI Tagging, find any tag and click Block AI Replies to prevent the AI from responding to tickets with that tag — useful for sensitive topics like billing disputes or VIP accounts.
AI Tagging costs **0.05pertagorcustomfieldperticket∗∗,billedasanadd−onattheendofeachbillingperiod.Forexample,3tagsononeticket=0.05 per tag or custom field per ticket**, billed as an add-on at the end of each billing period. For example, 3 tags on one ticket = 0.15. You can use up to 3 custom fields per ticket and up to 200 tag values per field.

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Zendesk Playbooks

Playbooks are pre-configured workflow scenarios that extend what My AskAI does inside Zendesk.
To restrict AI replies to outside of business hours:
  1. Create a schedule in Zendesk that represents your business hours.
  2. Edit the My AskAI trigger in Zendesk (“Notify My AskAI…”).
  3. Add a condition: Ticket within business hours > is > No.
The AI will now only respond to tickets that arrive outside your defined business hours.
When a Messaging conversation escalates to a human, collect the visitor’s email by enabling “Use both verified and unverified emails” in Zendesk: Admin panel > Messaging > Messaging Settings.See the full Escalation Data Collection guide for more options.
By default, the AI replies to all inbound emails. To restrict replies to specific brands or email addresses (e.g. only support@company.com, not vip-support@company.com), edit the Zendesk Trigger conditions and add the specific brand or email account as a condition.
You can run multiple My AskAI agents in parallel — useful for separate brands or product lines. Set up separate My AskAI accounts, follow the standard Messaging setup for each, and append a unique identifier (e.g. -1, -2) to the organization_id field in each account’s triggers. Then contact My AskAI support to update the account settings.
When connected, you can import your Zendesk Macros directly as Custom Answers. Go to the Knowledge section of your Dashboard and click Import Macros.

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Required Permissions

My AskAI connects to Zendesk via OAuth (Messaging) or API key + subdomain (Tickets). Admin-level access in Zendesk is required for both. No code needs to be added to your website.

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