AI agents for Zendesk
A Monmo agent works in Zendesk the way a support team member would. It drafts replies from your policies and help centre, tags and routes new tickets, summarises long threads and writes a weekly report of what customers asked about. It works under your own Zendesk login. Sending a reply or changing a ticket is always put to you first.
Updated 2026-11-13 · Free to start. Paid plans from $15 a month.
What agents do in Zendesk
Draft replies from your policy
For each open ticket it reads the whole thread, your help centre and the policies you have saved, then writes a reply to the question that was asked. One card lists the drafts, each open to edit before sending.
AskDraft replies to this morning's open tickets from our returns and shipping policies, and put them on one card for me.
Tag and route new tickets
It reads each new ticket and proposes the tags, the priority and the group: billing, technical, returns or sales. You approve the batch once, and each ticket moves to its group with the reason noted.
AskThree times a day, at 9, 13 and 17, tag new tickets by topic and suggest a group for each. Show me the batch before applying it.
Summarise a long ticket
A thread of thirty messages becomes five lines: what the customer wants, what has been tried, what was promised, who has it now and the next step. Adding it to the ticket as an internal note asks first.
AskSummarise ticket 8841 in five lines for the engineer who is taking it over.
Write the weekly topics report
Every Monday it reads last week's solved tickets, groups them by topic, counts each group and names the five that grew most. It also says which questions a help article or a product fix could prevent.
AskEvery Monday at 9, send me last week's top ten ticket topics with counts and one example of each.
Draft help centre articles
It finds questions your team has answered many times with no article behind them, and drafts one from the best replies: the problem, the steps and what to try if they fail. Publishing asks first.
AskFind the five questions we answered most last month that have no help centre article, and draft one for each.
Hand over the hard cases
It leaves some tickets alone: complaints, anything legal, any refund above the limit you set. Those reach you with a five-line summary, the customer's earlier tickets and a suggested reply to rewrite or discard.
AskDo not reply to any ticket that mentions a chargeback, a lawyer or an injury. Bring those to me with a summary.
Watch for tickets going stale
At 10:00 and 15:00 it lists tickets with no reply in 24 hours and tickets that have waited on your team for more than three days, oldest first, so that none is left for someone else to notice.
AskTwice a day, list tickets with no public reply in 24 hours, oldest first.
How it connects
- 1You sign in to Zendesk once with your own login. The agent sees the tickets, views and articles that login can see.
- 2Zendesk is for the agents you select. Your support agent needs it; most of the team does not.
- 3The agent reads tickets and articles freely. A public reply, an internal note, a change of tags or status and a published article each need your approval, and a batch of replies fits on one card.
More in Customer support
Other apps of this kind that agents work in, each with its own page.
Watch it work
A sample replay with example data, sped up. Pause it, scrub through it, or take the mouse yourself. This sample shows a similar job in other tools; Zendesk is not on screen.
On screen
Gmail
Shopify
Google Sheets
Pick a job. Watch it get done.
- Order status6
- Returns3
- How-to2
- Need you3
- Why
- They follow your saved policies: order status, returns inside 30 days, care instructions.
- Where
- support@fieldwork.example · 11 customers
- What to expect
- Sends the 11 drafts. The 3 that need you are not sent.
Your team. Connected to everything.
Support log+Sample replays with fictional data, sped up. Pause one, scrub through it, or take the mouse yourself.
Questions people ask
Can an AI agent answer Zendesk tickets?
It writes the answers and you approve them. A Monmo agent reads each ticket and your policies, drafts the reply and lists the drafts on one card. You can open, edit or decline any of them, then allow the rest in one step. Complaints and anything outside your policy come to you with a summary instead.
Will an AI agent reply to customers without a person checking?
No. Sending a public reply is a step a Monmo agent always asks about. The reading, checking and drafting happen on their own, including overnight, so the drafts are waiting when you start. One approval can cover many routine replies, and each draft stays open to edit until you allow it.
Can AI tag and route support tickets automatically?
Yes, with your approval of each batch. The agent reads new tickets on the schedule you agree, proposes tags, priority and group for each, and shows the list. Once you allow it, the changes are made through the Zendesk connection, or in its own browser when the connection does not cover something.
Does an AI agent work with existing Zendesk macros and help centre articles?
Yes. The agent reads your macros, help centre articles and past solved tickets and builds its drafts on them, so replies match what your team already says. Tell it which sources to trust first. If two articles disagree, it points that out and asks instead of choosing one.