What is Ordemio AI Agent Co-Pilot for Zendesk
The Ordemio AI Agent Co-Pilot brings the power of Ordemio’s AI support engine directly into your Zendesk workspace. It allows the AI to assist agents, draft or improve replies, and personalize responses — all without leaving the Zendesk ticket view. Once connected, the Co-Pilot becomes an embedded assistant in your ticket composer, helping you scale support speed and consistency while keeping every interaction traceable inside Zendesk.
💡 Business value:
Respond faster to common questions using AI-generated replies.
Improve tone and accuracy with one click.
Keep agents focused on complex cases while the Co-Pilot handles routine ones.
Install and Connect the Ordemio App
In Zendesk, open:
Admin Center → Apps and Integrations → Marketplace
Search for “Ordemio AI Agent Co-Pilot” and click Install
After installation, the app appears under:
Admin Center → Apps and Integrations → Zendesk Support Apps
Now that the app is installed, it’s time to connect it to your Zendesk.
Go to Support → Tickets and open any ticket.
Click the Ordemio icon in the composer toolbar.
Click Connect Account.
Zendesk displays a permission window (user, ticket, webhook access). Click Allow.
After authorization, you’ll receive an onboarding email with login credentials and direct link to your Ordemio Dashboard.
💡 Business value: Secure OAuth flow — no manual tokens or keys. You instantly get a linked Ordemio workspace ready for configuration.
Activate the Co-Pilot and Onboarding
Refresh your Zendesk page.
An onboarding sequence appears introducing your Co-Pilot’s capabilities.
The final screen includes a “Go to Dashboard” button — this opens your Ordemio workspace.
From the Ordemio Dashboard, you can:
Set tone, style, and behavior for replies
Monitor message volume, AI-resolved tickets, and feedback in Chatlogs
💡 Business value: Admins immediately see where to fine-tune tone and track early performance before rollout.
Using the Co-Pilot in Zendesk Tickets
Navigate to Support → Tickets, open a ticket, and click the Ordemio icon in the composer toolbar.
The popup includes four elements:
1️⃣ Generate
Purpose: Create a complete reply from scratch, grounded in your connected knowledge.
How to use:
Open the Generate tab → click Generate Reply.
Optionally guide tone or length (“make concise,” “friendly tone,” “under 30 words”).
The AI Co-Pilot will draft a full response and insert it into the ticket composer as a draft message.
Review, edit, and send it manually once you’re satisfied
💡 Business value:
Instant, consistent responses for repetitive queries reduce handle time and smooth out quality across shifts.
2️⃣ Improve
Purpose: Refine or rewrite an existing draft.
How to use:
Open the Improve tab.
Write or paste your draft.
Click Improve Reply.
The Co-Pilot enhances tone, clarity, and structure, then inserts the updated version into your composer as a draft message.
💡 Business value:
Elevates quality and helps newer agents match your best-practice style.
3️⃣ Language
Purpose: Control reply language.
Behavior:
Default: Automatic — replies in the customer’s language.
Optional override: select a fixed language (e.g., English-only).
💡 Business value:
Localized replies where appropriate; policy-consistent language when required — no need to switch tools.
4️⃣ Options
Purpose: Access admin tools directly from Zendesk.
Typical actions: open your Ordemio dashboard, integration settings, or contact support.
💡 Business value:
Instant admin access for quick adjustments or troubleshooting without breaking agent flow.
Best Practices for Rollout
Start small — focus on FAQs and documentation questions first.
Use Improve during your first week to align tone and build trust.
Review early tickets in Chatlogs to identify gaps and refine docs.
Define escalation triggers clearly in the dashboard.
💡 Business value:
Tight early feedback loops = faster accuracy gains and smoother adoption.
✅ Outcome
Your Ordemio AI Agent Co-Pilot is now active inside Zendesk.
Agents can generate or improve grounded replies within the composer, while admins control tone, workflows, and language policy in the Ordemio dashboard — enabling faster, consistent support with safe guardrails.