Plans and permissions:
- Add-on: AI agents, billed separately
- Change global workflow settings: Admin, Manager, or Team Lead role, or a custom role with Workflows set to Can create, edit, and delete workflows
- People who can only view or test workflows can open the settings but not change them.
Use global workflow settings to control two things for every workflow that replies on Zendesk: which Zendesk user is shown as the author of automated replies, and which bot or automation accounts the AI agent ignores when it checks whether a person is already working on a ticket.
To open them, go to AI support > Workflows and select Global workflow settings.
How global workflow settings work
- They apply to all your workflows on Zendesk.
- Both lists show your Zendesk agent accounts. End users don’t appear.
- Before the AI agent replies to a ticket automatically, it checks whether a person is already working on it.
- An internal note on the ticket normally stops the automatic reply, but notes from users on the bot allowlist don’t.
- A workflow can use a different sender: in its Manage activation settings, if you see Autosend author, choose another user or Last agent reply. See Workflow activation.
Change global workflow settings
- Go to AI support > Workflows.
- Select Global workflow settings.
- Choose the Zendesk autosend user and the users on the Zendesk bot allowlist (see below).
- Select Submit.
The settings apply to the next replies your workflows send.
Global workflow settings options
Zendesk autosend user
The Zendesk user that sends automated replies. Customers see this user as the author of the reply, so a consistent, clearly named sender helps them recognize replies from your AI agent.
- Only existing Zendesk agent accounts appear in the list. To use a dedicated sender, such as
Company AI agent, create an agent account for it in Zendesk first. - Make sure the user has permission to post public replies in Zendesk.
Zendesk bot allowlist
The Zendesk users that are bots or automations, such as another app that posts internal notes. Internal notes from these users don’t stop the AI agent from replying, so it pauses only when a person is involved.
For example: your routing app adds an internal note to every new ticket. Without the app on the allowlist, the AI agent treats the note as a person working on the ticket and doesn’t reply. With it on the allowlist, the AI agent ignores the note and continues.
Keep in mind: Review the allowlist when you add a new bot or automation to Zendesk.