Marketplace reviewZendesk
Governed agentic AI for Zendesk
The most capable AI agent for Zendesk. Proven on your tickets before going live.
Aide connects to Zendesk, learns your queue, and resolves tickets end-to-end: it answers from your help center and your live systems, takes the actions you approve, and drafts the rest for your human agents, ready to send. Your team decides, intent by intent, what Aide drafts or resolves.Powered by the Agent Governance Engine: every intent is tested on your real tickets before it goes live, and Aide acts only when it is certain. The rest goes to your team.Every intent, resolved inside Zendesk
Where is my order?Billing & seatsHow-do-I questionsBug report triageAccount requests100+ languagesVolume spikesRefunds & returnsSubscription changesWhere is my order?Billing & seatsHow-do-I questionsBug report triageAccount requests100+ languagesVolume spikesRefunds & returnsSubscription changesWhere is my order?Billing & seatsHow-do-I questionsBug report triageAccount requests100+ languagesVolume spikesRefunds & returnsSubscription changes
Password & login issuesPlan questionsTicket fields filledAuto-tagging & routingOrder changesFeature request intakeBacklog triageEscalation intakePassword & login issuesPlan questionsTicket fields filledAuto-tagging & routingOrder changesFeature request intakeBacklog triageEscalation intakePassword & login issuesPlan questionsTicket fields filledAuto-tagging & routingOrder changesFeature request intakeBacklog triageEscalation intake
76%+
AI resolution rate
End-to-end resolution on paths pre-approved by your team
10x
Faster responses
Answers in seconds, day or night. No queue, no wait
100+
Languages, resolved natively
Customers answered in their own language, on your policy
Trusted by customers on
Patchstore24Shopify
Bruno BortolotiZendesk
Governed AI agents for Zendesk
Built for the tickets in your Zendesk queue
B2B SaaS, e-commerce, financial services, services: every high-volume intent in your queue, resolved end-to-end by the exact logic your team sets for it. Aide responds instantly, in the customer's language, and takes the right actions in your systems.
Connect your store and Aide reads the live order and fulfillment state before it writes a word, so every 'Where is my order?' ticket gets the actual status of the delivery, verified with the carrier, not a template with a tracking link.
Customer
Where's my order #6120? It's been four days and the tracking hasn't moved.
Aide
Order #6120 cleared the carrier facility this morning and is out for delivery today, arriving by 8pm. Here is your live tracking link, it updates as the courier moves.
✓Live status read from Shopify and the carrier · Order #6120
Seat counts, duplicate charges, invoice copies: Aide reads the account in your billing system before it answers, fixes what your team has approved it to fix, and keeps the customer whole without a week of back-and-forth.
Customer
We were charged for 12 seats this month but we only have 9 active users. Can you fix this?
Aide
You are right: 9 active seats against 12 billed. I have applied a credit for the 3 unused seats to your next invoice and set your plan to 9 seats going forward. A corrected invoice is on its way to your billing contact.
✓Account read from your billing system · Credit applied · Plan updated
Every answer is grounded in your help center and checked against the customer's actual plan, so nobody gets walked through a feature they do not have. When the docs do not cover it, Aide says so and routes the ticket to a person.
Customer
How do I export our audit logs? Our SOC 2 auditor needs the last 12 months.
Aide
You can export audit logs from Settings, then Security, then Audit Log, filtered by date range, as CSV or JSON. On your current plan, logs go back a full 12 months, so your audit window is covered. Here is the step-by-step guide.
✓Answer grounded in your help center · Plan checked
Aide recognizes a bug report the moment it lands, sets the priority, fills the ticket fields, and routes it to the right group with the account details and error attached, so your engineers start from the evidence instead of the thread.
Customer
Your latest update broke our Salesforce sync and our whole team is blocked. This is urgent.
Aide
This is escalated as urgent to our technical team with your account details and the sync error attached, and you will hear from an engineer within the hour. Your dashboard data is intact: the sync is paused, not lost.
✓Classified: bug report · Fields populated · Routed to Tier 2 with context
Ownership transfers, security questionnaires, renewal questions: the conversations that need a person still start with the reply already written. Aide drafts from the account record and your policy, and your agent reviews, edits, and sends.
Customer
We're reorganizing and need to transfer account ownership to our new ops lead. What's the process?
Aide draft
Happy to help with that. I have sent a transfer confirmation to your current owner's email; once they approve, ownership moves to your ops lead with all settings, integrations, and billing intact. No downtime on your side.
✓Draft ready on the ticket · Reviewed and sent by your team
Aide detects the language a customer writes in and resolves in it, fluently and on policy, across more than 100 languages. And for intents at human review, it drafts in the customer's language, so your team closes tickets in Portuguese, German, or Japanese without speaking a word of them.
Customer
Hallo, wir haben diesen Monat doppelt für unser Abo bezahlt. Können Sie das prüfen?
Aide
Gerne. Sie haben recht: die Zahlung vom 12. wurde doppelt erfasst. Ich habe den Betrag als Guthaben auf Ihre nächste Rechnung angerechnet, die Bestätigung ist bereits unterwegs.
✓Language detected: German · Duplicate payment confirmed · Credit applied
A launch, a pricing change, an incident: volume triples in an afternoon and every customer wants an answer now. Aide handles the routine tickets in seconds at any volume and hands your team only the ones that need judgment, so the surge never becomes a backlog.
Customer
You just announced new pricing and I can't tell which plan we'll end up on. Can someone confirm?
Aide
You are on the Growth plan, so nothing changes until your renewal in March. At renewal you stay on Growth at your current seat count, and the exact numbers are in the summary I just sent to your billing email.
✓Account read · Plan mapping checked · Answered in seconds
Aide is a governed agentic AI platform for customer experience: B2B SaaS, e-commerce, financial services, and services. Its customer service automation is pre-approved by your team, tested on your real Zendesk tickets, and deployed one intent at a time, at the automation level you choose: none, human-in-the-loop, or fully agentic.
Customer
Where's my order #6120? It's been four days and the tracking hasn't moved.
Aide
Order #6120 cleared the carrier facility this morning and is out for delivery today, arriving by 8pm. Here is your live tracking link, it updates as the courier moves.
✓Live status read from Shopify and the carrier · Order #6120
Runs inside Zendesk
Built into Zendesk, not bolted on
Your team keeps working in Zendesk: same views, same macros, same workflows. Aide reads the ticket, knows the customer, and does its work where your workflow already lives.
An intent map from your tickets
Aide reads your Zendesk history and builds a Customer Intent Map of every reason customers write in.A human copilot on every ticket
Real-time agent assist beside the ticket: the detected intent, the customer's context, a drafted reply, and suggested macros.Resolves on its own where allowed
Fully agentic intents are answered, actioned in your systems, and closed end-to-end, in seconds.Ticket fields, filled
Aide populates ticket fields and tags automatically, so your views, triggers, and reporting stay accurate.Your help center, imported
One click imports your existing help center, so every answer is grounded in your own sources.+ dozens more
Auto-tagging, routing, escalation with full context, backlog triage: the long tail of work your team feels every day.Human in the loop
AI drafts responses. Your team hits send.
Not ready to let AI talk to your customers? Don't. The reply is already written when your agent opens the ticket: complete, on policy, grounded in the customer's real account. They review, hit send, and move to the next one. Nothing reaches a customer without a person deciding it should.
The draft arrives in the customer's language, whichever of 100+ languages that is. An agent who has never spoken Portuguese sends a fluent, on-policy reply to São Paulo, and every market you serve gets the same quality of support as your home market.
This is why teams choose Aide over AI you can only turn on or off: your team gets the speed on day one, at zero risk to your customers. And every edit your agents make teaches the system what good looks like.
When an intent's drafts stop needing edits, you have the evidence to promote it to fully agentic. That is the pathway, and your team controls every step of it.
Customer
Hi, our CFO needs our invoice history for the last 12 months for an audit. Can you send that over?
Aide draft · Only your team sees this
Of course. I have attached your invoice history from July 2025 through June 2026 as a single PDF, and your billing contact has a copy as well. If your auditors need seat counts per month, the export under Settings, then Billing, breaks them out.
Draft grounded in: your billing records + the account on the ticket + your help centerEdit draftSend replyYour agent decides
Getting started
Connected in a day, no engineering
One click from the Zendesk Marketplace. Aide imports your ticket history and your help center, and starts drafting the same day. No migration, no replatforming, no change to how your team works.
Replies, human agent assist with drafts, ticket fields filled, full resolutions on the ticket.
Live orders read and acted on: address changes, holds, cancellations, and returns.
Account, contact, and custom fields from your CRM, so every ticket knows the customer.
Direct courier tracking
Aide integrates with UPS, FedEx, DHL, and other carriers directly for real-time shipment status. Straight from the source, so every delivery answer reflects where the shipment actually is.
Scenario conditions
It checks the facts before it acts
Every automation runs behind conditions your team sets, evaluated against the customer record, your connected systems, and the ticket itself. When the conditions are not met, Aide does not act.
Customer on record
Whether the sender matches a known customer or account, checked before Aide responds.Zendesk tags, statuses & fields
Your existing ticket data gates when Aide may act.Ticket channel
Email, chat, or web form, with automation set per channel.Account status
Plan, stage, and owner from your CRM, read before Aide commits to anything.Order & subscription state
The live record in your store or billing system, not the message alone.Time windows
Modification and cancellation windows, enforced to the minute.Shipment status
Label created, in transit, delivered, or exception, from the carrier directly.+ hundreds more
Conditions from your integrations and data sources, ready to gate any automation.The Agent Governance Engine
Turn on AI for one thing at a time. Not an all-or-nothing switch.
Most helpdesk AI is all-or-nothing: turn it on and it talks to every customer, or keep it off and get nothing. With Aide you set an automation level per intent: none, drafts with human review, or fully agentic. Each intent graduates when your team promotes it, not before.
Test before you deploy
Watch Aide work on your real past Zendesk tickets in the Agent Simulator. Nothing goes live until your team approves it.Three levels per intent
The Gradual Automation Pathway: none, human-in-the-loop, or fully agentic. Start with drafts on day one and promote intents as they prove out.Audit every action
The Action Trace records what Aide did and why on every ticket: the intent, the procedure, the action taken in your systems.Improve continuously
Every correction your team makes sharpens the system. The Continuous Learning Engine makes month six measurably better than month one.Frequently asked questions
Yes. Install Aide from the Zendesk Marketplace in one click. It builds a Customer Intent Map from your Zendesk ticket history, conditions automation on your tags, statuses, and ticket fields, and works right on the ticket: drafting replies for your human agents, or replying and resolving on its own for intents you have made fully agentic. It is the fastest way to put an AI agent for Zendesk to work without changing how your team operates.
No. Zendesk stays your helpdesk: same views, same macros, same workflows. Aide is the governed AI layer inside it, resolving tickets end-to-end where your team allows it and drafting everywhere else.
On every ticket a person handles, Aide's human agent assist surfaces the detected intent, the customer's full context, a drafted on-policy reply, and suggested macros, right beside the ticket. It also fills your ticket fields and tags automatically, so your views, triggers, and reporting stay accurate without anyone typing them in. It is a Zendesk copilot for your human agents, grounded in your intent map and your live systems, not a generic reply generator.
Yes, and this is how most teams start. At the human-in-the-loop level, Aide's drafted reply is waiting on the ticket for your agent to review, edit, and send. The level is set per intent, so billing questions can stay at drafts while order status runs fully agentic, or the other way around.
It does not act. Aide operates only on the intents and actions your team has approved, behind conditions checked against your real data. Everything else is escalated to your team with the customer context and Aide's reasoning attached, and every action it does take is recorded in the Action Trace. That is what governed AI for Zendesk means: nothing unapproved, everything on the record.
Aide adds an intent taxonomy trained on your own tickets, automation tested on your real past conversations in the Agent Simulator before it goes live, an automation level set per intent instead of a global switch, and the Action Trace recording what the AI did and why. It is a governed layer focused on end-to-end resolution, and it runs alongside the Zendesk features you already use.
Most helpdesk AI is a switch: on for every customer, or off. Aide is a dial per intent. Each intent gets its own automation level, none, human-in-the-loop, or fully agentic, and is tested on your real past tickets in the Agent Simulator before it goes live. You expand automation intent by intent as each one earns it, and the Action Trace shows exactly what Aide did and why.
No, it runs alongside them. Your automations, triggers, views, and macros keep working, and Aide uses your macros and ticket fields rather than ignoring them. What it adds is the layer traditional Zendesk automation cannot reach: intent classification on every ticket, live actions in your connected systems, drafts your team reviews, and a tested path from human-in-the-loop to fully agentic, one intent at a time.
Yes, more than 100 of them. Aide is multilingual conversational AI by design: it detects the language a customer writes in and responds in it, fluently and on your policy. On intents at human review, drafts arrive in the customer's language too, so your agents resolve tickets in languages they do not speak, and every market you serve gets the same quality of support as your home market.
Yes. Connect Shopify or WooCommerce and Aide reads live order, customer, and fulfillment data, and executes actions: address changes, holds, cancellations, and returns, checked against your fulfillment window before it acts. Our customers automate up to 100% of their address changes and order cancellations this way.
Aide connects to custom systems via API or MCP, so answers reflect the real status: the subscription in your billing system, the record in your ERP, the account in your back office. Until that connection is live, you keep those intents at human review: Aide drafts from what it knows, and your team completes and sends.
No. A chatbot answers questions from a script. Aide is governed agentic AI: it reads the customer's real data behind the ticket and acts on it, inside rules your team approves. To your customers it reads like your best agent got to their ticket in seconds.
Most teams connect Zendesk in a day and are live on their first intent within days. You start with your highest-volume, lowest-risk intent, watch Aide handle it in the Agent Simulator, and expand at your pace.
Get a demo for pricing.
B2B support concepts
The intents and workflows Aide resolves in Zendesk, defined term by term.
Make Zendesk agentic, one intent at a time
End-to-end resolution inside the Zendesk you already run, governed by the rules you set and deployed at the pace you choose.