Investigate Zendesk tickets with AI
AI investigates eligible recording-linked Zendesk tickets using the conversation, available recording analysis, and trusted knowledge. Your agent reviews the private note and decides what to do next.
Trusted by support teams from startups to enterprises
From customer recording to an agent-reviewed next step
AI Resolution supports the investigation of eligible Zendesk tickets. Your support team decides what to send to the customer.
Connect evidence and knowledge
Connect Zendesk, enable recording intelligence, train a trusted documentation source, and publish your investigation guidance.
Investigate the recording-linked ticket
After the customer submits a recording, AI reviews the conversation, available recording analysis, and trusted knowledge for a supported next step.
Review the private note
Your agent reviews the evidence and proposed response, then replies or escalates the issue to a person.
AI Resolution currently works with eligible recording-linked Zendesk tickets. Workspace availability and setup requirements apply, and automatic public replies must be off. It does not investigate every incoming ticket, send public replies, or automatically solve or close tickets.
AI Resolution setup and limits · Zendesk integration · Report intelligence
From recording to next step. Review the evidence behind each recommendation.
Report intelligence
Summaries, reproduction steps, and issue findings for eligible recordings and screenshots when report intelligence is enabled.
A private note, not a public reply
The diagnosis and next step are posted as a private note on the Zendesk ticket, with a confidence score, for your agent to review.
Guardrails you control. Tell AI how to respond, and when to hand off to a person.
Your guidance, versioned. Set the response style, required evidence, safety boundaries, escalation rules, and redaction.
A confidence bar. Set a minimum confidence for recommendations. Results below it require human review.
Knows when to hand off. Tickets that need a person are tagged in Zendesk, so they land in the right view.
Every attempt on record. Resolution history keeps a timeline of each investigation, ready to review or export.
Grounded in your knowledge. Uses trained knowledge sources, with similar solved tickets as optional precedent.
Issues drafted for engineering. When it’s a bug, AI drafts the Linear, Jira, or GitHub issue from the recording.
Context
See exactly what happened. Every recording includes the context behind the issue.
Works better together. AI Resolve is one part of the Screendesk platform.
Questions about ai resolve
Which helpdesks does AI Resolve work with?
AI Resolve investigates Zendesk tickets today. Report intelligence provides summaries and reproduction steps on eligible recordings when AI processing and analysis are enabled.
Does AI reply to customers?
No. AI Resolve posts private notes for your team, and automatic public replies stay off. Your agents decide what to send.
What does it look at?
The recording, its transcript, console logs, and network requests, plus your trained docs and website sources and, optionally, similar solved tickets.
What happens when it isn’t sure?
If confidence is below your minimum or the evidence does not support a recommendation, the result requires human review. A confidence score is a decision threshold, not a guarantee that the recommendation is correct.
Can we review what it did?
Yes. Resolution history shows a timeline of every attempt and the guidance version it used, and it can be exported.
Screendesk has significantly improved our troubleshooting resolution times. Our support specialists also actively request recordings for complex issues.