Zendesk User Guide
Welcome to the Flexivity AI user guide for Zendesk. This guide is written for Zendesk agents, technicians, customer service representatives (CSRs), and staff who work with tickets every day. Whether you are new to Flexivity AI or just need a refresher, you will find everything you need here.
What is Flexivity AI?
Flexivity AI adds intelligent features directly into your Zendesk Agent Workspace. When you open a ticket, you will see AI-powered tools that help you work faster and resolve issues more effectively. Everything runs in the background — there is nothing extra to install or configure on your end. Your administrator handles installation through the Zendesk Marketplace and configuration through the Flexivity AI admin console.
Features at a Glance
Flexivity AI provides five main features for Zendesk:
AI Summaries
Every ticket gets an automatically generated summary that gives you a concise overview of the ticket history and key details, including a customer sentiment indicator. Instead of reading through a long thread of comments, you can quickly understand what the ticket is about and where things stand.
Recommended Resolutions
When you open a ticket, Flexivity AI searches your team’s past tickets to find similar issues that have already been resolved. These recommendations appear in the Flexivity widget alongside the ticket and include a similarity score so you can judge how relevant each suggestion is.
Learn more about Recommendations
Feedback
Every AI summary and recommendation includes simple thumbs up and thumbs down buttons. Your feedback helps administrators and the Flexivity AI team monitor AI quality and make targeted prompt adjustments. It only takes a second and makes a real difference over time.
AI Classification
When a new ticket arrives, Flexivity AI can automatically assign it to the right topic by writing to your existing Zendesk topic field. If the confidence is not high enough for auto-assignment, it shows ranked suggestions that you can apply with a single click.
Learn more about AI Classification
Knowledge Base Analysis & Authoring
Flexivity AI analyzes your resolved ticket history to identify gaps in your Help Center and generates draft articles to fill those gaps. Administrators can review the drafts in the Flexivity admin console and publish them as Help Center articles in Zendesk.
Learn more about KB Analysis & Authoring
Where Do These Features Appear?
Most Flexivity AI features for Zendesk are displayed directly inside the Zendesk Agent Workspace ticket sidebar. When you open a ticket, look for the Flexivity AI widget in the right-hand panel — summaries, recommendations, classification suggestions, and feedback buttons are all right there. You do not need to navigate to a separate tool or dashboard.
Knowledge Base Analysis & Authoring is managed from the Flexivity AI administration console, where administrators can review generated draft articles and publish them to your Zendesk Help Center. Drafts are never published automatically — an administrator (or Help Center publisher) reviews each draft inside Zendesk’s Help Center article editor before it goes live.
Note: KB AI Search — the floating customer-facing search widget that ships for osTicket customers — is not part of the Zendesk integration. Zendesk Help Center already includes built-in semantic search across all Zendesk Suite tiers, so a separate Flexivity widget would be redundant. The Flexivity widget instead enhances the Help Center experience indirectly by surfacing draft articles for gaps the existing search cannot answer (see KB Analysis & Authoring).
Do Not See These Features?
If you do not see the Flexivity AI widget on your tickets, or you see the widget but specific features (summaries, recommendations, classification, feedback buttons, KB analysis) are missing, the Flexivity AI app may not be installed or specific features may be disabled. Contact your Zendesk administrator to check whether the Flexivity AI marketplace app is installed and which features are enabled in the Flexivity admin console.
Tip: Flexivity AI features are controlled by your admin. They can enable or disable individual features like summaries, recommendations, classification, and KB analysis independently, so you may see some features but not others.
Related Pages
- For a formal description of what data Flexivity reads from and writes to Zendesk, see Data Disclosures — Zendesk.
- For administrator setup and configuration, see Integrations — Zendesk.