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The botBrains Zendesk integration enables AI-powered automation for your customer support team. By connecting your Zendesk account, botBrains can automatically respond to tickets, predict ticket fields, and help resolve customer inquiries faster.

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The 3 Necessary Triggers

You need at least 3 triggers to make botBrains work in your Zendesk:
This trigger is auto-created and by default targets all new tickets created.
Zendesk trigger configuration for assigning tickets to botBrains AI
You can scope the conditions down as you like. See Configuring When botBrains Should Answer for common customizations.
This handles how escalations from the botBrains AI are handled in your system. If you want to escalate to different groups based on a field (e.g., Topic annotated by AI), duplicate this rule and add the additional field under ALL conditions and change the target group.
Zendesk trigger configuration for AI-initiated escalations
This handles how escalations by your customers forcing to speak to a human will be handled.
Zendesk trigger configuration for human-initiated escalations

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Configuring When botBrains Should Answer

You can configure which tickets botBrains should process with the trigger “Assign botBrains [DO NOT EDIT]”. While the name suggests differently, it is actually intended that you steer in which cases botBrains should run. Common customizations include:
  1. Exclude automated requestors - Some email addresses are automated systems. Examples include service@paypal.de and ebay@ebay.com. If it’s difficult to exclude them in Zendesk, you can also use Settings > Triggers and configure Block rules in botBrains.
  2. Limit channels - If you support emails and voice calls, you likely don’t want to respond to empty ticket transcripts. Filter by Ticket > Channel any of email and webform.
  3. Limit brands - Use filters like Ticket > Brand is XY to restrict botBrains to specific brands.
In Germany, automated systems must be declared. Edit your trigger “Inform Requestor of Comment Changes” to include a disclaimer when the current group is botBrains AI.
Add the disclaimer via the brand-specific signature text:
Ihre Anfrage ({{ticket.id}}) wurde aktualisiert. Um zusätzliche Informationen hinzuzufügen, antworten Sie auf diese E-Mail.
{{ticket.comments_formatted}}

{% if ticket.group.name == 'botBrains AI' %}

Diese Antwort wurde automatisch von einer künstlichen Intelligenz generiert, um Ihnen schnellstmöglich weiterzuhelfen. Falls Sie feststellen, dass Informationen fehlen, unklar oder fehlerhaft sind, antworten Sie bitte direkt auf dieses Ticket mit dem Stichwort "Kundensupport". Ihre Anfrage wird dann umgehend an uns weitergeleitet. Die KI stammt vom deutschen Technologie-Unternehmen <a href="https://www.botbrains.io?utm_source=zendesk&utm_medium=email&utm_campaign=YOUR_COMPANY_NAME" target="_blank">botBrains</a>.

{% endif %}

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Understanding the Processing of Tickets

1

Show the ticket to botBrains

You can trigger the execution of botBrains on a ticket by assigning it to the botBrains AI group. Adding comments (public or private) will also trigger a rerun.
2

Decide Response

botBrains will only respond to tickets where the last comment is authored by the requestor. This is also true for metadata prediction.
3

Generate Response

botBrains will first predict the ticket form and then the relevant custom fields for that ticket form. It will then generate a comment. The configuration and a different system decide if that answer will be a public or a private comment (note).A ticket that is processed by botBrains will receive the processed_by_botbrains tag. If botBrains decided that it should be a private comment, the ticket will always be escalated.

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Tags Used by botBrains

All changes from botBrains via API are made by the User Agent botBrains Agent.
Tag NameMeaning
processed_by_botbrainsThe ticket was successfully processed by botBrains.
escalated_by_botbrainsThe ticket was escalated by the botBrains AI.
escalated_by_botbrains_failsafeAn error occurred (at least partially) during processing by botBrains. botBrains does not keep any ticket in status Open or New for more than 2 hours and will always escalate these.
blocked_by_botbrainsThe ticket was processed by botBrains but rules prohibit generating a response.
botbrains_force_private_modeActivates Private Mode for individual tickets. Allows disabling Preview Mode, but can be annotated by triggers so that some tickets are always processed in Preview Mode only.

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How to Escalate

botBrains will escalate all tickets that are in status New or Open after generation. This can happen through:
  1. The AI agent calling escalate_to_human - The AI decides escalation is needed
  2. Custom Field Prediction - When choosing Custom Status setting to Open as the next correct step

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Ticket Field Prediction

botBrains can automatically categorize tickets and fill custom fields using AI. The Field Predictor selects ticket forms, sets priorities, fills custom fields, and adds tags based on ticket content. To configure field prediction:
  1. Click the Predictor button on your integration card
  2. Enable the predictor and configure which fields to predict
  3. Provide instructions for each field
  4. Test with historical tickets
For detailed configuration instructions, see Ticket Field Prediction.