Zendesk AI for Confluence is an Atlassian marketplace addon that allows you to connect your Confluence wiki to Zendesk and instantly get an AI to automatically jump in resolve tickets or leave internal notes to help your agents.
It's built on the eesel AI platform and easily integrates with a variety of other knowledge sources including Google Drive, PDF files, or essentially any other tool using the Chrome extension.
Get started in 5 minutes!
Step 1: Create an account to manage your knowledge
After installing the Zendesk AI for Confluence addon, you'll see the following screen. Click "Start onboarding" to quickly create an account. This account will contain the configuration for your AI knowledge, your Zendesk configuration and the behaviour settings for your AI agent.
Step 2. Add pages as Knowledge
After creating an account, you'll be taken back to the Zendesk AI for Confluence app where you can choose which pages to "teach" your AI as knowledge.
Choose pages from your Confluence spaces that you would like to add as "Knowledge" for your AI, and click "Update Knowledge". These are the pages that the AI will use to craft responses. To add pages from Personal spaces, reach out to support.
Step 3: Connect Zendesk
On the "Knowledge" page, you'll see a button that says "Connect Zendesk". Click it.
Step 4: Let us know what your Zendesk domain is
Step 5: Log in to Zendesk and "Allow" the OAuth connection
Step 6: Optionally add more knowledge
For instance, you can simply paste in the URL of your Zendesk Help Centre and get it crawled.
7. Voila! You can now chat with the bot to test it!
8. Configure behaviour of this bot in your Zendesk settings
For instance, you can configure eesel AI to leave internal notes on tickets like so, with a draft reply. Handy right?!
Or you can set it up to leave external replies like so.
It'll automatically be able to handover to humans as needed.
9. Access this any time "Apps"
You can always find this app easily by heading to "ChatGPT for Confluence" under Apps.
10. Optional: Integrate this with other apps
There is so much more that the app can do.
You can:
Integrate with your Jira Service Management, Zendesk or Intercom so the AI can automatically deflect Tier 1 tickets or simply assist your support team with draft responses
Integrate the chat with your Slack or Microsoft Teams
and much more. Get started by following the links above, and going to the eesel AI dashboard.
