Zendesk AI not working: no agent suggestions and no automatic classification

Symptoms

• There are no reply suggestions in the ticket
• Tickets are not classified by topic
• The AI agent does not answer customers

Causes and fixes

1. The plan lacks the AI features you need

What to do: Check your plan and the Advanced AI add-on in account settings

2. The admin has not turned the features on

What to do: Turn on intelligent triage and suggestions in the Admin Center

3. Too little ticket history

What to do: Classification needs history: check the results by hand during the first weeks

About Zendesk AI

AI agents and agent suggestions in the Zendesk support suite. Paid plans from $55/mo. Free plan available.

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