Zendesk AI Agents (formerly Ultimate.ai)

Developer & Technical Setup

API & Integration

Zendesk AI Agents expose a robust API layer that allows developers to orchestrate actions across any system — including legacy environments — without requiring migration to a new platform.

# Example: Trigger an AI agent action via Zendesk API
curl -X POST https://yoursubdomain.zendesk.com/api/v2/tickets \
  -H "Authorization: Bearer {API_TOKEN}" \
  -H "Content-Type: application/json" \
  -d '{"ticket": {"subject": "Refund Request", "comment": {"body": "I need a refund for order #12345"}}}'

Key Technical Capabilities

• Natural Language Procedure Generation — Describe workflows in plain text; the system generates executable multi-step procedures dynamically, no rigid scripting required.
• Knowledge Grounding — Agents are grounded in unified knowledge from Help Center articles, Google Drive, and uploaded PDFs, keeping answers aligned as policies evolve.
• System Orchestration — Connect agents to CRMs, ERPs, e-commerce platforms, and legacy systems via Zendesk's Actions & Integrations layer or custom API calls.
• Forethought Integration — Deploy self-improving agents directly onto your existing service platform (non-Zendesk) using the Zendesk + Forethought stack.
• Automated QA — Every interaction is automatically scored; developers can set policy guardrails and retrieve QA audit data programmatically.
• Omnichannel Deployment — Single configuration supports messaging (web/mobile/social), email threading, and full voice call flows with intent tracking across turns.