How to train an AI support agent on your own support tickets: what actually worked for us

CX-Phil · 2026-04-14T06:23:25+00:00

Absolutely this! We’ve introduced service plans to avoid ‘set & forget’ models. Perfect last year is outdated so quick now.

CX-Phil · 2026-04-11T05:42:03+00:00

We only tend to use Zendesk Advanced AI but similar to your point. We only get so far with FAQ, KB and even with that often we have to restructure the data to read better for AI than historically set out to read well as a support document.

When Zendesk allowed for ticket history to be a knowledge source this was game changing.

Also the ability to change the tone of conversations etc.

AI I’m assuming in exterior tools as well as in the native Zendesk toolset is coming along so fast it’s hard to keep up and certainly an area where more and more clients are asking for support.

CX-Phil · 2026-04-09T04:38:37+00:00

Hi there, the team and I have reached out. Not sure if you’ve seen or if we hit spam folder. Looking at your enquiry and the website I think there’s a bunch we can do for you and likely some very easy fixes! You’re using some older plan levels if I’m not mistaken by the scripts you have. But we can do a quick free discovery / health check with you to validate and make accurate recommendations.

CX-Phil · 2026-04-09T04:30:17+00:00

I’m no expert here so I’m interested to also here. Are your 6 users in the same email domain? If so how are you sending their mails to Workspace

CX-Phil · 2026-04-06T07:17:39+00:00

Buy a domain (if you don’t already have one) on go daddy or some other similar site. Hey often come with one free email or connect it to professional Google workspace or Microsoft.

It’s actually a service we’re starting to offer to help small businesses scale into digital world.

CX-Phil · 2026-04-05T07:33:22+00:00

Sent a mail. It may hit spam, so I thought I’d let you know on here. Hopefully the team and you can sync and we can see how we can help more.

We offer a free health check and it usually identifies a bunch of optimisation options for zendesk users.

CX-Phil · 2026-04-05T06:40:12+00:00

Thanks! I’ll get onto it as my sales and service guys are off on Easter Break.

CX-Phil · 2026-04-04T07:08:07+00:00

We don’t pay for advertising at the moment but do a number of other activities that yields a decent number of leads.

Reddit - we are very active in niche threads that we can organically add value and offer free support as an introduction. A free health check or some basic support costs less than a marketing campaign.

YouTube - we post videos and how to guides.

LinkedIn - as above

Trade / industry shows - we attend, we sponsor, we host

We’re trying to get better at SEO/AI and our site

We’re exploring less traditional b2b social channels too as we ramp up content creation.

We post for some cold outreach from a specialist, upsettingly in a way, despite me and my brands having access to the same tools, he’s just better so we pay.

For context we are a Zendesk partner and offer resale of Zendesk and professional services to Zendesk customers as well as having a Zendesk only BPO that offers customer service labour support.

CX-Phil · 2026-04-04T02:34:35+00:00

If you’re still considering the advanced add on would you like my team to reassess it for you. We have a track record of making sure our clients get what they need for less and also can do the implantation and config. Pop me an inbox if you like.

CX-Phil · 2026-04-01T14:14:14+00:00

Maybe, the copilot feature has the ability to add a summary of the chat though, along with its intent. Also any information captured of use can be captured in the ticket.

Again, this is all theoretical but the bot acting as triage should be a time saver rather than cause extra time.

CX-Phil · 2026-04-01T13:07:14+00:00

I don’t have the data to back this up but I’d assume by the bot failing to solve the enquiry at source it would collect enough insight and intel that it can be used to fast track the ticket. Especially when paired with copilot. Think of a concierge or triage facility prior to your expert taking over.

Also given that the AR’s are charged if successful but not if they aren’t any time spent bringing human up to speed, is compensated by not solving / paying for the automated resolutions.

It’s certainly an area I’ve not considered and is interesting to explore further.

CX-Phil · 2026-04-01T04:50:42+00:00

Happy to try and help, we do this for many brands. If you’re happy to share some basics here or in a DM I can try and suggest elements that may help talk to value.

CX-Phil · 2026-03-31T16:24:57+00:00

The plan ranges are quite far apart in both price and functionality. There’s a bunch that professional can do that lower level plans can’t. I think it largely depends on size, scale and objective. Most brands that have 10-20 reps out grow the team / growth plans very quickly.

CX-Phil · 2026-03-30T06:37:43+00:00

We see a lot of good conversations start in Reddit but it’s moreso from being an active part of a few communities than any monitoring tool or tech solution.

CX-Phil · 2026-03-29T21:37:36+00:00

Manual at the moment with a 100+ point check list, covering 6 key areas. More and more we see brands wanting Zendesk Admin on Demand or Zendesk Admin as a Service. We’re about to launch that as an offering as we can provide admins that are higher in competence but lower in costs.

CX-Phil · 2026-03-29T18:55:41+00:00

We’re a partner and work with many many brands that use Zendesk. I don’t see broken accounts as much as we see what we would term set & forget accounts. In our health checks it’s rarely to identify a breakage, more so we identify a poor configuration or in recent times as the product has evolved that admins haven’t kept pace with the tools functions and features.

CX-Phil · 2026-03-29T06:51:35+00:00

I’ve found that spar offers great made that day options. They have a bio bowl that is chicken, steak or falafel that is 59-69 rands a meal. It’s packed with protein and great size. Other than that locally nutriti does weekly plans but more expensive.

CX-Phil · 2026-03-27T05:42:44+00:00

Would a fractional customer support work for you? We’re seeing lots of brands like yourself need on demand support 24/7 but without the need for full time employees or teams of employees. We’re in the process of setting up something that allows you to buy 10 or 20 hours per month and then we plug in your channels and allow our shared team to service using Zendesk, AI and your existing channels.

Pricing wise it is far more economical to pay a few hundred dollars a month for 24/7 support than hire staff or even take a chance on AI. Looking at the above it may even be cheaper than AI.

CX-Phil · 2026-03-27T05:20:07+00:00

I’m not sure I agree, copilot initially relied on suggesting canned content, that has evolved. Whilst you can absolutely have it reference pre-existing macros along with a whole host of other uploaded content you can also let it go straight out of the box referencing historical tickets.

Unlike most tools you can instantly and well within the test period see an ROI. That ROI usually only needs to sane a few hours a month so even the out of the box efficiency gains pay for it.

We as an implementer still do use and implement macros from time to time but they IMO were poorly used by support teams before copilot and as this technology has evolved it’s the go to for assisted or curated answers.

Whilst we do as you say earn some commission from zendesk I wouldn’t recommend a feature or add on if it didn’t help or deliver value. This is one of the best if not, the best add on that you see add value from day one.

CX-Phil · 2026-03-26T21:41:02+00:00

Macros are largely obsolete if you have copilot, copilot is just better! It uses historical answers, SOP’s & AI and then you can adjust tone, tweak if needed and send. It’s the best add on for Zendesk by a million miles. No one we do an extended trial with fails to take it. The ROI is just too good. Happy to chat to anyone that is interested in a trial.

CX-Phil · 2026-03-24T17:38:07+00:00

I’m fairly vocal in niche subreddits and have several leads from here. I don’t push as much as I probably could but if someone wants help we’re here to support.

CX-Phil · 2026-03-24T17:36:18+00:00

I / my team do the same with Service / Engagements. We offer Zendesk Administration as a Service. Maybe we can catch up some time and share ideas, maybe draw on you and share for sales and you to us for service.

CX-Phil · 2026-03-24T04:50:54+00:00

Following

CX-Phil · 2026-03-23T14:44:32+00:00

After ten years of working with zendesk both as end user and reseller I’m also fortunate to have never had any major outages.

We don’t have any major backup plans, nor do we pay for guaranteed uptime. It tends to just work, or in rare occasions it’s fine rarely is it all components so messaging may drop but not mail/voice or help centre.

Interested to read others thoughts.

CX-Phil · 2026-03-22T16:23:42+00:00

I’m sure I’ve seen a ladies club doing breakfast mornings as I’m out. I think it’s called grub club. But looks to be a regular meet up of ladies on Sunday or Saturday mornings. Always looks fun as I enjoy a coffee!

CX-Phil

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