AI Resolution
Investigate recording-linked Zendesk tickets and give agents evidence-backed private notes to review.
AI Resolution investigates an eligible Zendesk ticket after a customer submits a Screendesk recording. It combines the conversation, recording analysis, your workspace guidance, and trusted knowledge to prepare a private note for your support team.
The result can include a supported recommendation and a suggested customer reply, or indicate that human investigation is needed.
Before you enable it
Open Settings → AI Resolution. The feature must be available for your workspace, and you need permission to manage its settings.
The General tab shows the setup checklist:
Zendesk connection: an active Zendesk integration.
Private-note safety: Screendesk's automatic Zendesk public-reply setting is off.
Recording intelligence: AI processing and report intelligence are available and enabled.
Published guidance: workspace instructions have been published.
Trusted knowledge: at least one trained, usable documentation source.
Similar solved tickets is optional. It adds case history but does not replace trusted knowledge.
If the feature is unavailable or shows Paused by Screendesk, contact Screendesk support. Changing workspace settings cannot override platform availability.
Set up the workflow
1. Connect Zendesk
Follow Zendesk installation and setup.
In Screendesk's Zendesk integration settings, turn off automatic public replies before enabling AI Resolution. AI Resolution uses private notes for its output.
This setting is separate from a Zendesk trigger that sends the customer a recording-request link.
2. Enable recording analysis
In Settings → AI & Intelligence, enable AI processing and Report intelligence. See AI settings.
3. Add trusted knowledge
Use Data Sources to connect current troubleshooting documentation, files, or text snippets. Complete training and verify that the relevant content is available.
The current investigation searches Public and Internal trusted documentation. Restricted sources are excluded. Imported resolved tickets are searched separately as precedent.
4. Publish guidance
Open AI Resolution → Guidance → Add new guidance.
Response style
Tone and level of detail
Required evidence
What must be established before proposing a fix
Safety boundaries
Claims or actions the agent must avoid
Escalation rules
Cases that need a human investigation
Privacy and redaction
Information to omit or redact
For example, require the relevant product version before recommending a version-specific fix, or escalate cases where the recording contradicts the documentation.
Click Publish version. New investigations use the active version. Existing attempts retain the guidance they started with, and you can inspect earlier versions in Version history.
5. Set policy and enable
On General, review:
Minimum confidence: below this threshold, the result requires human review. The default is 75%.
Zendesk status tags: optional tags to help your team track investigation outcomes.
Advanced timing: the evidence deadline and optional transcript wait.
The default evidence deadline is 900 seconds and optional transcript wait is 300 seconds. The transcript wait must not exceed the evidence deadline.
Confidence is a decision threshold, not a guarantee that a recommendation is correct. Trusted documentation and the other evidence checks still apply.
Enable AI Resolution and click Save changes. Check the setup checklist and status.
What triggers an investigation?
The workflow starts from a received recording associated with a Zendesk ticket. Supported sources include Zendesk recording requests, Zendesk forms, and Zendesk chat recordings once the ticket association is established.
Screendesk waits for the required recording evidence and analysis. It does not start a ticket-only investigation just because a ticket exists, and a generic recording with no eligible Zendesk association does not qualify.
How the evidence is used
The investigation considers:
The current Zendesk ticket and its comments.
The recording evidence and completed report intelligence.
Published workspace guidance.
Relevant trusted documentation.
Similar solved tickets, when available, as lower-trust precedent.
A supported recommendation must cite trusted documentation. Low confidence, conflicting evidence, insufficient documentation, or an escalation requirement can lead to Needs human.
Review the result in Zendesk
The output is a private AI Resolution note. Depending on the result, it can include the recording summary, confidence, supporting evidence, and a Recommended reply.
Review the note and open the evidence before acting. Any recommended reply is a draft inside the private note; your support agent decides what to edit and send.
If the current ticket changes during the investigation, the older attempt can be marked Superseded so stale advice is not published.
Inspect history in Screendesk
Open AI Resolution → History to find investigations by ticket, recording title, or attempt reference. Filter by status and date range, then open an attempt to inspect its outcome and evidence.
Waiting for evidence
Required recording evidence is still being prepared
Investigating
The ticket and evidence are being analyzed
Recommendation ready
The evidence checks support a recommendation
Needs human
Human investigation is required
Note posted
The private note was published to Zendesk
Superseded
A newer ticket state made the attempt stale
Failed
The investigation or publication could not complete
If no note appears
Start with the setup checklist, then check the recording's Zendesk association and processing state.
In History, inspect the attempt's status and reason. A missing transcript alone is different from missing required report intelligence. An invalid provider key, disconnected Zendesk account, unavailable knowledge, or disabled AI processing can also prevent completion.
AI Resolution adds one investigation note per attempt and checks delivery to avoid duplicate notes on retries. Separate recording receipts or report-intelligence notes may also appear on the ticket.
See AI in your helpdesk for the full agent workflow.
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