Orion - Zendesk Integration

The artificial intelligence engine - our secret sauce

Orion is powered by an artificial intelligence model trained specifically on your historic Zendesk tickets. This way Orion can truly understand what a ticket is about.

Orion as first-line

Newly created tickets are first handled by Orion. Actions execute automatically when Orion is certain.

Routing

Orion routes tickets to the proper assignee.
He applies tags, type, priority and custom fields.

Auto answering

When Orion is very certain, he answers your customer automatically using the configured macro for that type of question.

Ticket deflection

When multiple answers are possible, Orion answers with top 3 most relevant answers. Zendesk Guide can be used as answer content. Your customer can always indicate to pass the ticket on to a service agent.

Orion assisting your agents

When agents are answering tickets, Orion is right at their side suggesting the most relevant macros.

Macro suggestions

The suggested macros are easily searchable and help speeding up average handling times (AHT). This comes in handy when you already have lots of macros.

FAQ

Can I use all my existing macros?

Orion will consider all active macros in your Zendesk. The macros you use today as well as macros you create in the future are searchable and available. Custom fields will be applied when using the macro.

What about Zendesk Guide?

For ticket deflection Orion serves answers straight from Zendesk Guide. If you have a knowledge base elsewhere we also got you covered :)

What about languages?

We support English, Dutch, French and German out-of-the-box. We have additional language extensions for Spanish, Norwegian, Swedish and Danish.

What effort is required at my end?

Hardly any. Orion behaves as an agent in your Zendesk. Its suggestions are offered to other agents from within the Orion Zendesk app. We take care of training the AI model with the proper data and initial configuration.

Can you help me drafting a business case?

For sure! We're with you all the way. We have the industry experience to estimate your operational gains. Average ROI for Orion is roughly 1.2 year!

Can we enrich macros with custom information?

Yes! Orion supports API hooks to retrieve information such as delivery date, amount due, ... from your ERP systems. That information is then substituted in the macro placeholder.

Zendesk Integration

Tired of searching for that macro?