Running backlogs for advanced AI agents with Zendesk Support

What's my plan?

Add-on

AI agents - Advanced

To run backlogs through AI agents - Advanced: 

1. Go to Zendesk Support → Settings → Automations
2. Click Add automation
   • Enter a title 
   • Create a condition that makes sense to you and your backlog. For example:
     • All messages in group X
     • ...That were last updated in >24 hours  (haven’t been touched in a day
     • ...And XXX 
3. Under Perform these actions
   • Select Notifications: Notify target, another dropdown will then appear
   • In the new dropdown, select Ultimate Automation Target
   • Under JSON Body, copy and paste the code below over and replace BOT_ID with your AI agent ID. Where to find my AI agent ID?

{"botId": "BOT_ID",
  "message": "**{{ticket.title}}** \n\n  {{ticket.latest_comment_rich}}",
  "conversationId": "{{ticket.id}}",
  "type": "message"
}

This could take up to an hour due to Zendesk's restrictions. You read about automations and how they work in this Zendesk article. 

Do this with a small sample size at first to ensure you are grabbing the correct tickets with your trigger, and wait until the trigger fires (up to 1 hour of waiting)