How to Use NexuDesk AI Summary
A complete guide to installing, configuring, and using AI-powered ticket analysis in Zendesk
Installation
Install from Zendesk Marketplace
Navigate to Zendesk Admin Center → Apps and integrations → Marketplace, search for "NexuDesk AI Summary" and click Install.
Admin Center → Apps → Marketplace → Search "NexuDesk AI"
Configure Installation Settings
During installation, you'll be prompted to enter your installation ID. This unique identifier connects your Zendesk instance to our backend.
- API Endpoint:
https://zdp-api.nexudesk.com - Installation ID: Provided after subscription
Choose Your Plan
Select a subscription plan that fits your team size and usage needs. Start with the free plan to test the features.
View Pricing PlansUsing the Plugin
Insights Tab
The Insights tab provides instant AI analysis of your ticket. Here's what you'll see:
Classification
Automatic priority assignment (P1/P2/P3) based on ticket urgency and content analysis.
Risk Detection
Sentiment analysis and refund risk scoring to identify potentially escalating situations.
- • Sentiment: Positive / Neutral / Negative
- • Refund Risk: Low / Medium / High
Structured Summary
Clear breakdown of the customer's situation in three parts:
- Goal: What the customer is trying to achieve
- Tried: What steps they've already taken
- Blocked: What's preventing them from succeeding
Tag Recommendations
Smart tag suggestions based on ticket content. Click any tag to apply it to the ticket.
Policy Detection
Automatic identification of relevant company policies and SOPs from your knowledge base that apply to this ticket.
Reply Tab
The Reply tab generates intelligent response suggestions based on ticket context and your knowledge base.
Bilingual Response Generation
Get two versions of the suggested reply:
- 1 Response Language: Reply in the customer's language (auto-detected from ticket)
- 2 Native Language: Translation in your team's preferred language for review
One-Click Actions
Inserts the suggested reply directly into Zendesk's reply editor for you to review and send.
Saves the internal review translation as a private note visible only to your team.
Automatic Coupon Highlighting
Discount codes are automatically detected and formatted for easy visibility:
Use code SAVE20 for 20% off your next purchase.
Settings Configuration
Click the Settings icon in the plugin to customize your experience:
Language Settings
- • UI Language: Interface language (en, zh, es, etc.)
- • Response Language: Language for customer-facing replies
- • Native Language: Your team's preferred language for internal review
Brand Tone
Choose the tone for AI-generated replies:
Custom Role Prompt
Add custom instructions to guide AI behavior for your specific use case:
"You are a support agent for an e-commerce platform. Always mention our 30-day return policy when relevant."
Automation Options
- Auto-refresh analysis when ticket updates
- Auto-apply recommended tags
Knowledge Base (SOP) Management
Upload and manage your company's standard operating procedures to improve AI response accuracy:
Adding Documents
- 1 Navigate to Settings → Knowledge Base
- 2 Click "Add Document" and paste your SOP content
- 3 Set priority (higher priority documents are used first)
- 4 Enable/disable documents as needed
Priority Management
Use drag-and-drop to reorder documents by priority. The AI will reference higher-priority documents first when generating responses.
Token Tracking
Each document shows its token count. The system automatically truncates documents if they exceed the AI model's context limit, ensuring optimal performance.
Best Practices
Do
- ✓ Review AI suggestions before sending
- ✓ Keep your knowledge base updated
- ✓ Customize brand tone for your audience
- ✓ Use custom role prompts for specific needs
Don't
- ✗ Send AI replies without review
- ✗ Ignore risk detection warnings
- ✗ Overload knowledge base with irrelevant docs
- ✗ Forget to monitor usage quota
Ready to Get Started?
Install NexuDesk AI Summary today and transform your support workflow