How to draft replies with AI in Zendesk in 2026

Imagine opening your first Zendesk ticket of the day, and with one click you have a tailored response ready before you've even read through the ticket properly.

With eesel AI in Zendesk, support teams get just that. They can save time, maintain a consistent brand voice through responses, and focus on delivering exceptional customer experiences.

Zendesk is the industry-leading help desk platform, trusted by thousands of companies to power their customer service. When handling high ticket volumes and repetitive inquiries, teams often look for ways to further optimize their workflow. eesel AI is a powerful AI assistant that integrates seamlessly within the Zendesk ecosystem so teams can simplify, streamline, and even automate the drafting process. The result? A faster team and more consistent replies for customers.

eesel AI works as a complementary addition to Zendesk’s robust features. It doesn’t replace Zendesk; it makes your Zendesk experience even more efficient. Whether you’re looking to improve response times, maintain reply consistency, or reduce ticket backlogs, eesel AI offers a professional and effective way to enhance your existing setup in 2026.

Why use eesel AI for drafting replies in Zendesk

What is eesel AI?

eesel AI is an AI tool that learns from your company’s unique knowledge base, including past tickets and product FAQs. By drawing on sources like these, it quickly drafts replies just like your team would. Integrated smoothly with Zendesk, eesel AI reduces repetitive workload, optimizes response times, and can even assist in resolving simpler queries alongside your human agents.

Core benefits:

• Speed and efficiency: By drafting replies in advance, eesel AI significantly cuts down response time, letting your people focus on trickier customer issues.

• Consistent, on-brand replies: Because every response is based on your company’s knowledge base, customers receive precise, helpful answers that reinforce your brand.

• High deflection rates: By handling repetitive or simpler inquiries for you, eesel AI helps manage incoming tickets, making your support team that much more efficient.

• Customized tone and messaging: Write prompts to personalize the tone and personality of your brand. Every interaction will be aligned with your company voice, whether warm, formal, or somewhere in between.

How to set up eesel AI to draft replies in Zendesk

Step 1: Download the eesel AI Chrome extension and sign up to eesel AI

Getting started: Once you’ve created an account, log in to the extension using your new details.

Step 2: Train eesel AI with key knowledge sources

Adding knowledge sources: Train eesel AI on relevant data such as previous Zendesk tickets, your help center content, and any internal resources. This training means the AI has access to all necessary information for accurate, high-quality replies.

Step 3: Customize tone and prompts

Change how your bot speaks: From the dashboard, you can prompt the bot to change its tone. You can do this simply by telling it how to sound, or if available, copy and paste your brand's tone of voice rules directly from your brand guidelines. Every time eesel AI speaks, it will take this prompt into consideration. Whether you need the replies to sound professional, friendly, or solution-focused, eesel AI can adjust accordingly.

Step 4: Draft replies and ask the AI agent to adapt to your requests

Step 5: Test and adjust the AI agent's responses

Using internal notes for QA: You can leave pre-written responses within Zendesk. This lets your human agents review, refine, and approve replies before they’re sent. This feature adds a layer of quality assurance, helping teams as they integrate the tool into their workflow.

Tips for maximizing eesel AI agent's performance in Zendesk

• Regular knowledge base updates: Refresh your sources to keep the AI’s responses accurate as product information or processes change. Regular updates allow eesel AI to adapt to any new information or shifts in customer inquiries.

• Optimize for different support needs with multiple bots: Set up specialized bots for different types of inquiries. You can have a sales bot and a support bot, each with tailored sources. Multiple bots allow for more precise, context-specific responses based on customer needs and question categories.

• Define escalation paths for complex queries: Not every question is intended for AI alone. Establish clear escalation paths for situations where the AI provides a draft for a human agent to finalize, ensuring the highest support quality for complex issues.

Time to get your AI agent drafting!

Integrating eesel AI with Zendesk creates a powerful combination for delivering faster, more consistent, and smarter support. From automatic drafts to tailored responses, eesel AI is one of many valuable options for Zendesk users looking to streamline customer support and enhance team efficiency.

Ready to see the difference eesel AI can make in your Zendesk workflow in 2026? Start a free trial or schedule a demo today and discover how easy it is to bring advanced AI capabilities to your team’s toolkit.

See how eesel AI can help your team do their work, start a free trial or book a demo today!