Zendesk User Guide

This guide is for the agents who work tickets in Zendesk with Flexivity AI.

What is Flexivity AI?

Flexivity AI is an AI-powered add-on that works inside Zendesk. It resolves the tickets it can answer by talking to your customers directly, and it helps you with the rest by putting the context and a drafted reply in front of you. There is nothing to install or configure on your side: your administrator connects Zendesk and sets the rules.

It has three capabilities.

Progressive Autonomy

Each ticket is handled at one of seven levels, from Ignore to Resolve. At Assist, the default, the AI drafts a reply and you decide whether to send it. At Reply, Clarify and Resolve, it answers the customer itself, and hands the ticket to you when it should not go on. Your administrator’s rules choose the level for each kind of ticket, using attributes the AI records, such as topic and sentiment. Answers come only from your knowledge base.

See Progressive Autonomy for what each level looks like on a ticket.

AI Agent Assist

The Flexivity panel in the ticket sidebar has three parts:

• Take Action: what needs you, such as a draft reply or a ticket the AI handed over, and what the AI is doing on the ticket.
• Context: the customer’s sentiment, a summary of the conversation, the ticket’s attributes, matching knowledge base articles, and related past tickets.
• Activity Log: what the AI did on the ticket.

See AI Context for how each part of Context is filled in, and how to ask for it.

Analysis

The Knowledge Builder finds the questions your Help Center does not answer, and drafts the missing articles for your administrators to review. Feedback from your ratings, and from the attribute values you correct, shows how well the AI is doing.

See Capabilities for all three in full.

In this guide

• Progressive Autonomy: the seven levels, and what you see at each
• AI Context: sentiment, summary, attributes, knowledge and related tickets
• Feedback: rating the AI’s work
• Knowledge Builder: finding gaps and drafting articles

Don’t see the panel?

Open the apps sidebar with the apps icon at the top right of the ticket. If Flexivity AI is not there, ask your Zendesk administrator to check that the app is installed and connected.

For what data Flexivity reads from and writes to Zendesk, see Data Disclosures: Zendesk.