Set Up Your Tickets AI Agent

The AI Agent is designed to enhance your support workflow by automating routine tasks and delivering intelligent, context-aware responses. This guide walks you through configuring your Tickets agent for smooth integration and optimal results.

Step-by-Step Setup Instructions

Step 1: Access the Configurations Panel

  1. Go to the Training Center on the left menu

  2. Click New AI Agent in the top right corner

  3. Select the channel your Agent will handle

  4. Once created, click on Configurations in the top right corner

Step 2: Set Up Data Sources

  1. Under General, navigate to the Sources section

  2. Click Add source

  3. Choose your integration: select Zendesk Ticketing or another available source

  4. Confirm that the source appears and is marked as Active

Step 3: Enable Helpful Links

  1. Go to the Helpful Links section

  2. Check Include helpful links to let your Agent include relevant support articles and resources

Step 4: Configure Style & Tone

  1. In the Style & Tone section, choose one of the following:

    • Context-aware interactions (Recommended): matches the AI’s tone to your brand

    • Custom: Define a specific response tone and style

  2. If using Custom:

    • Set the Tone of Voice from the dropdown

    • Define Chat Openers and Closers:

      • Click Add opening style: enter your preferred greeting

      • Click Add closing style: set a consistent closing line

Step 5: Define Escalations

  1. Go to the Escalations tab under Configurations (Follow Step 1 to go to configurations)

  2. Under Default assignee:

  • Choose a Specific agent to route escalations. Select the relevant group and/or person in the dropdowns

  • Select Unassigned if you don’t want Quack to change the assignee.

  • Return to Quack and select the new agent from the dropdown

  • Click Refresh list if the agent doesn’t appear immediately

  1. Enable Strict Mode if you want to limit Quack to only answer questions it was trained on.

  2. Using the Interaction limit, you can set the maximum number of user escalations before escalations. Choose a number or select Unlimited from the dropdown.

Step 6: Skills

  1. If you have already created Skills, go to the Skills tab to release or deactivate them.

  2. To do so:

    • Toggle ON the Skill to activate it

    • You can toggle it OFF at any time, no need to delete or recreate it.

💡Pro tip: For more information about skills, visit this article.

Step 7: Connect Quack to Zendesk

  1. Go to the Install tab

  2. Under Add Quack to Zendesk:

    • Under Create the agent, click Open Zendesk to launch the setup page

    • Create a new agent within Zendesk

    • Return to Quack and select the new agent from the dropdown

    • Click Refresh list if the agent doesn’t appear immediately

Next Steps

Once your setup is complete, test your new Agent in the Training center. There, you will be able to fine-tune the answers while you monitor performance.