# Zendesk Ticket Reply App

## What's included

The app is distributed as a .zip file containing:

* App source code
* Configuration files
* Assets (JavaScript, CSS, HTML)

You can download it here:

{% file src="/files/nSLA6jWp150LewHZimMf" %}

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## Installation of the app

This is a step by step guide on how to install the EbbotGPT - Zendesk ticket reply app.

### Log in to Zendesk

Log in to your Zendesk Admin Center with an account that has admin privileges.

### Upload the App

1. Go to **Admin Center** → **Apps and Integrations** → **Apps** → **Manage**
2. Click the **Upload Private App** button
3. Select the .zip file and upload it
4. Follow the prompts and fill the fields to complete installation. 
5. Select which groups or agents should have access to the app.

### How to update

If you have a previous version installed:

1. Locate the installed app in Zendesk.
2. Click the cog wheel icon on the app tile.
3. Select Update from the dropdown menu.
4. Upload the new ZIP file when prompted to install the new version.

<figure><img src="/files/cWpepF5zWl8PoUIdWyRT" alt="" width="188"><figcaption></figcaption></figure>

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## Configuration

After installing, configure the following settings:

**API Key** (egptApiKey)\
Obtain your EbbotGPT API key from your Ebbot account and enter it in the app settings.

**Dataset ID** (datasetId)\
The ID of the dataset the AI will use for generating responses.

**Tenant ID** (tenantId)\
Your unique tenant identifier (usually the same as your company ID).

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## How to use

### Basic workflow

1. **Open a Ticket**\
   Navigate to any ticket in Zendesk.
2. **Choose Your Approach**\
   You have two options:
   * **Generate from scratch**: Click "Generate Reply" to create a response based on the ticket conversation
   * **Refine a draft**: Write your initial thoughts in the Zendesk reply field, then click "Generate Reply" to have the AI expand and refine it
3. **Review & Edit**\
   The AI-generated response appears directly in the **Zendesk text composer**. Review and edit as needed.
4. **Send**\
   Submit the ticket reply when you're satisfied.

### Using custom instructions

After generating a response, you can refine it further:

1. **Add Instructions**\
   Enter specific commands in the instruction field, such as:
   * "Make it shorter"
   * "Be more empathetic"
   * "Add pricing details"
   * "Translate to English"
2. **Regenerate**\
   Click "Regenerate reply" to apply your instructions to the current draft.
3. **Iterate**\
   Repeat this process to fine-tune the response until it's perfect.

### Customize the AI persona

1. Click **AI Settings** to open the persona configuration modal
2. Update the AI's tone, style, and behavior guidelines
3. Save your changes - they persist across sessions and apply to all future responses

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## Features

✨ **Direct Text Composer Integration**\
Responses appear directly in Zendesk's native reply field for seamless editing.

🎯 **Smart Draft Refinement**\
Write rough notes in the reply field, and the AI will expand them into polished, professional responses.

💡 **Custom Instructions**\
Guide the AI with specific commands to adjust tone, length, or content on the fly.

🔄 **Iterative Regeneration**\
Refine responses multiple times with different instructions until they're perfect.

🎨 **Customizable AI Persona**\
Configure the AI's tone and behavior to match your brand voice. Settings persist automatically in the user's localStorage.

🌗 **Theme Support**\
Automatically matches Zendesk's light or dark mode.

🔒 **Smart State Management**\
Auto-disables for closed tickets and provides visual feedback during generation.

📐 **Compact Design**\
Dynamic height adapts to content, working well with multiple stacked Zendesk apps.

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## Troubleshooting

**App Not Loading**\
Ensure the app is uploaded and enabled in Zendesk Admin Center.

**Generate/Regenerate Button Not Working**\
Refresh the Zendesk page. The app uses event delegation to handle dynamically updated buttons.

**API Errors**\
Verify your API key, dataset ID, and tenant ID are correctly entered in app settings.

**UI or Theme Issues**\
Clear your browser cache and refresh the page.

***

<details>

<summary>Changelog</summary>

**Version 1.1.0 (2025-12-10)**

**New Features**

* AI responses now populate directly into the Zendesk reply field instead of a separate app container.
* Added a custom instruction field. You can now write rough notes in the Zendesk reply box and ask the AI to expand, refine, or translate them (e.g., "make it shorter," "be empathetic").
* The app now automatically detects text in the reply field. It handles four scenarios seamlessly: generating fresh responses, following specific instructions, expanding rough drafts, or refining existing text.

**UI/UX Improvements**

* Reduced default app height to 450px and removed fixed minimum heights to save sidebar space.
* Changed empty state instructions to match new functionality.

**Technical & Minor Changes**

* Improved logic with a dedicated prompt builder and better state management.
* Enhanced input fields and spacing for a cleaner look.

***

**Version 1.1.0 (2025-11-06)**

* Initial public release with basic AI response generation, customizable personas, and Zendesk editor integration.

</details>

***


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