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Setup Steps

Check out this loom video for a complete walkthrough (4 min).

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1. Choose Zendesk as the workspace

1. Go to app.duckie.ai and click “Add Duckie”.
2. Click “Choose a workspace” and select Zendesk
3. An “Authorize Zendesk” modal will appear.

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2. Grant Duckie an Agent Role

1. Go to your Zendesk Admin Center and create a new Team Member with an Agent role.
   • Light Agent (only respond as suggestions/internal notes).
   • Agent (can respond directly to customers or as suggestions/internal notes).

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3. Paste in Zendesk Url

1. Go back to app.duckie.ai and paste in your Zendesk URL.

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3. Configure Duckie’s response behavior

Follow Setup & Configuration instructions to configure Duckie’s response behavior.

• If you toggle “Auto-respond” on, Duckie will reply to customers automatically.

• If you toggle “Auto-respond” off, Duckie will come up with responses as internal notes for the support team to review before sending them to customers.

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4. Connect Knowledge Sources and Agent Tools

Follow Connect Knowledge Sources and Connect Agent Tools instructions to connect Duckie to your knowledge sources and agent tools.

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5. Finalize Setup

1. Click “Create”.
2. Duckie will start processing the knowledge sources (30 mins - 2 hours).
3. You’ll receive a notification via email once Duckie is ready to go!

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Escalation

If Duckie cannot resolve a question, it will escalate the issue to the Primary contact via an internal note and provide a summary of the issue.

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FAQ

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I only want Duckie to respond to certain tickets/customer groups, how do I do that?

You can create triggers in Zendesk to route certain tickets to Duckie.

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How do I edit a Duckie agent’s configuration?

You can edit the agent’s configuration in the webapp by clicking on the agent’s card.