Teams · Support
Agent Serve agents triage new tickets, find the policy that answers them, and draft the reply. A support agent approves it before it is sent.
Agent Serve, the AI workspace where teams build, deploy, and manage AI agents, gives support teams agents that triage tickets in Zendesk, Intercom or Jira Service Management, answer from synced knowledge bases with sources, and draft replies a person approves.
At a glance
The problem it removes
New tickets sit in one queue until someone sorts them. Agents search help articles, internal docs and old tickets in separate tabs, then type replies that drift from current policy.
Agents to build
Each agent is built in Agent Serve and works inside the help desk the team already uses.
When a Zendesk ticket is created, an Agent Serve workflow tags product, urgency and customer tier and sets the priority.
An Agent Serve agent searches the knowledge base for the passage that answers the question and drafts a reply that cites it.
An Agent Serve workflow turns a confirmed bug in Intercom or Zendesk into a Jira or Linear issue with the steps and the customer’s words.
An Agent Serve Relay reads the week’s tickets, groups the top themes, and posts a summary to the team’s Slack channel.
An Agent Serve agent reads a Help Scout conversation, drafts the reply from the knowledge base and adds it as a note for an agent.
Examples show what teams can build in Agent Serve. They describe patterns, not named customer deployments.
How it runs
Agent Serve sorts the ticket and writes the first draft. A support agent still decides what the customer receives.
A help desk trigger starts the workflow for each new ticket.
The workflow tags product, urgency and tier, and sets the priority.
A knowledge base search returns the passage, and a Hallucination Check tests the draft against it.
The reply waits for a support agent, who edits or approves it.
Integrations
Agent Serve connects to help desks, chat tools, issue trackers and the places your answers are written down.
Browse integrationsIn each tool
Agent Serve reads, creates, updates and merges tickets, and starts work when a ticket is created or changes status.
Ticket created → triage starts
Agent Serve reads and replies to conversations and creates tickets, starting when a conversation opens or a customer replies.
Conversation created → answer drafted
Agent Serve creates requests, adds comments and reads queues and SLAs, starting when a request is created or resolved.
Request created → routed
Agent Serve knowledge bases sync from Zendesk, Confluence, Notion, SharePoint or Google Drive on the schedule you choose.
Help center · resynced daily
Agent Serve reads, tags, assigns and replies to Help Scout conversations, and adds notes for the team.
Conversation → draft reply
In the workspace
Knowledge bases hold the help center and policies, kept in sync.
A workflow tags each ticket and drafts the reply for review.
Agents ask Chat about an account or a policy and get sources.
A dashboard tracks response time and volume by queue.
In depth
An Agent Serve Relay watches an inbox or a workspace table, tags each new ticket and hands hard cases to a person.
An Agent Serve Relay never emails a customer on its own. The agent sees the exact message and approves it.
Support agents ask Agent Serve Chat about an account, attach the knowledge base with @, and get an answer with its sources.
Before and after
| Work | Before | With Agent Serve |
|---|---|---|
| Triage | BeforeA lead sorts the queue by hand each morning. | With Agent ServeA workflow tags and prioritizes each ticket as it arrives. |
| Finding the answer | BeforeHelp articles and old tickets in separate tabs. | With Agent ServeA knowledge base search returns the passage and its source. |
| Escalation | BeforeBugs retold in a chat message to engineering. | With Agent ServeAn issue created with the steps and linked to the ticket. |
Governance
The Agent Serve Hallucination Check guardrail tests a drafted answer against the knowledge base before it moves on.
Relays never send email or book meetings without an approval, under any autonomy setting. An approval covers the exact payload the reviewer saw and expires if nobody decides.
A Guardrails block detects personal data and blocks or masks it before text reaches the next step.
Proposals, approvals, declines and executed actions are written to the workspace audit log, which admins can export.
Every workflow run records each block’s inputs, outputs and errors, so a reviewer can trace how a result was reached.
Questions
Agent Serve has integrations for Zendesk, Intercom, Jira Service Management, Zoho Desk and ServiceNow, among others in the integrations catalog.
Only if you build it that way in a workflow. An Agent Serve Relay always needs a person to approve the exact email before it is sent.
Agent Serve knowledge bases resync from their sources hourly, every 6 hours, daily, weekly or on demand.
Last updated
Enterprise access
Agent Serve is available to teams by invitation. Tell us what you want to build and we will set up your workspace with you.