AI That Handles Zendesk Tickets, Not Just Creates More
Stop preprocessing tickets. Start closing them automatically with AI that pulls data, executes actions, and resolves issues.
What if your team could focus on conversations that matter?
Many support teams spend hours each day on repetitive tasks: looking up order statuses, processing standard refunds, and resetting passwords. These are important requests, but they follow predictable patterns that don't require human creativity or judgment.
40-60%
Of tickets follow standard patterns
3-5 min
Average time per routine ticket
Hours
Daily saved when automated
Hay.chat handles these predictable requests automatically in Zendesk, freeing your team to focus on complex issues, VIP customers, and conversations that build loyalty.
How Zendesk + Hay.chat Works
AI that executes actions, not just answers questions
Automatic Resolution
Respond to and resolve common tickets without human intervention. Update status, add comments, and close tickets automatically.
Cross-Platform Actions
Pull order data from Shopify, process refunds through Stripe, all from within Zendesk tickets.
Smart Escalation
Route VIP customers to senior agents, flag high-value orders, identify complex issues requiring human expertise.
Customer Context
Access full customer history, previous conversations, purchase data, and custom fields automatically.
Ticket Management
Update priorities, apply tags, merge duplicates, and assign to teams. All handled by AI based on your rules.
Multi-Channel Sync
Handle tickets from email, web chat, WhatsApp, and social. All in one Zendesk queue.
Real Scenarios
Order Tracking Ticket
Customer:
"Where is my order #12345?"
Hay.chat:
Hay.chat reads the ticket → Queries Shopify for order #12345 → Replies with tracking info → Marks ticket solved
→ Zero agent involvement. Ticket resolved in 30 seconds.
Result: Agent saved 3-5 minutes. Customer got instant answer. SLA improved.
Refund Request
Customer:
"I want a refund for my order"
Hay.chat:
Hay.chat checks order in e-commerce platform → Verifies refund policy → Processes refund via Stripe → Updates Zendesk with confirmation → Marks solved
→ If order is outside refund window or high-value, escalates to human with context already gathered
Result: Standard refunds handled automatically. Complex cases escalated with full context.
Password Reset
Customer:
"I can't log in"
Hay.chat:
Hay.chat triggers password reset → Sends instructions → Confirms customer received it → Marks ticket solved
→ Simple, repetitive task completed without agent time
Result: 2-3 minute ticket becomes 30-second automated resolution.
"But what if the AI makes a mistake?"
Confidence System
Not every ticket is straightforward. Hay.chat knows this. Every response includes a confidence score:
-
90%High confidence: Handle automatically. Standard order tracking, simple refunds, password resets.
-
70%Medium confidence: Enable supervision mode. You approve before it sends.
-
<70%Low confidence: Escalate immediately to human with context gathered.
You can adjust these thresholds per ticket type. Refunds? Maybe manual approval. Password resets? Let it run.
Why Teams Choose Zendesk + Hay.chat
40-60% Ticket Reduction
Handle repetitive tickets automatically. Your team focuses on conversations that actually need human expertise.
SLA Improvement
Automated responses happen in seconds, not hours. First response time drops dramatically for common issues.
Burnout Prevention
Stop drowning your team in 'Where's my order?' tickets. Let them focus on complex problems worth their time.
Full Audit Trail
Every action logged in Zendesk. See what Hay.chat did, when, and why. Rollback if needed.
Frequently asked questions
Ready to automate Zendesk support?
Start reducing repetitive tickets with AI that actually executes actions.