Z

Support & CRM

~25 minutes setup · No custom code

Zendesk AI Agent | Ticket Routing & Renewal Conversations

Zendesk tickets that close themselves.

Adaptive reads your Zendesk knowledge base, creates and routes tickets, handles standard renewal conversations, and knows exactly when to hand off to a human agent — without a line of custom code.

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Primary use case

Inbound renewal/account conversation → Zendesk ticket → human escalation only when needed

What the AI agent does in Zendesk

Every action your team would take — running automatically.

✓ Create Tickets with correct requester, priority, and tags
✓ Route tickets to the correct Group or Agent based on topic and customer tier
✓ Look up Articles from your Knowledge Base using RAG retrieval
✓ Add internal Notes with conversation summary before human handoff
✓ Apply Macros and update Ticket status programmatically
✓ Trigger Zendesk Automations from conversation outcomes
✓ Pull Ticket history to avoid repeating questions customers already answered
✓ Initiate and track renewal conversations against Account records

Example — how it runs

See it in motion.

Trigger

A customer's annual contract renews in 45 days. They've opened two support tickets in the past month.

1

Adaptive reviews the customer's Zendesk ticket history and account tier before reaching out.

2

AI agent proactively calls the customer: 'Before your renewal, we want to make sure everything's right.'

3

The AI addresses both open ticket issues based on knowledge base articles — no human needed.

4

The customer confirms renewal. AI updates the Account record with renewal confirmation.

5

It creates a Zendesk Ticket tagged 'renewal-confirmed' with the full conversation transcript as an internal note.

6

If the customer asks for a contract change, the AI creates a 'renewal-escalation' ticket routed to the Account Manager.

Outcome

A customer who had two open tickets renewed without needing a human renewal call. The AM's Zendesk queue shows one clean escalation ticket — not 45 days of back-and-forth.

Zendesk shows you every at-risk customer. Adaptive acts on that data — calling before they churn, answering from your knowledge base, and only creating a ticket when it actually needs human judgment.

What it connects to

Integration points in Zendesk

TicketsUsersOrganizationsKnowledge Base ArticlesGroupsMacrosTriggersAutomations

Pricing

No surprises.

$0.49/min. Connects to Zendesk via API key — no app marketplace install needed.

Volume discounts start at 5% off at $100/month usage. No annual contracts. Load minutes before the call ends.

See full pricing →

See it connected to your Zendesk.

Book a Live Build. One hour with our team — we'll connect Adaptive to your Zendesk instance, build your first AI agent, and have it running by the end of the call.

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Ticket routing, knowledge base retrieval, and agent assist at scale.

Works across your industry

Built for the revenue motion you actually run.

Telco & Wireless

Renewal retention, upgrade automation, overnight inbound coverage.

Insurance

Policy cross-sell, claims intake routing, renewal outreach at scale.

Financial Services

Loan qualification, application follow-up, compliance-safe outreach.

SaaS

Trial conversion, expansion plays, churn intervention before the cancel.

Real Estate

Inbound lead qualification, showing scheduling, seller follow-up.