AI support agent for Zendesk & Intercom
A frontline support agent that lives in your helpdesk. It classifies every inbound ticket by intent and urgency, answers FAQ-class tickets with cited responses, and escalates the complex ones to the right human with a reply already drafted and the relevant context attached. It works inside Zendesk and Intercom without forcing your team into a new tool.
What you get
- Auto-resolves 30–70% of FAQ-class tickets with cited answers
- Classifies intent and urgency so nothing routes to the wrong queue
- Pre-drafts escalations with the context and a suggested response
- Keeps an audit trail of what was answered, escalated, and why
Plays nicely with
How it works on Open Hive
- 01
Connect your helpdesk
Authorize Zendesk or Intercom. The agent reads your existing macros and help center to learn how your team already answers.
- 02
Set auto-reply and escalation rules
Decide which intents the agent can answer on its own and which must go to a human, and who owns each queue.
- 03
Review, then widen the lane
Start with drafts held for approval. As accuracy proves out, let the agent auto-send the safe categories and keep escalating the rest.
Frequently asked questions
Will it send wrong answers to customers?
You choose. Start with every reply held for human approval; once you trust a category, let the agent auto-send just that one while it keeps drafting the rest for review.
Does it work inside Zendesk and Intercom?
Yes - it operates natively in both, reading your macros and help center so its answers match how your team already writes.
How much can it actually deflect?
FAQ-class tickets typically see 30–70% auto-resolution depending on how repetitive your volume is and how complete your help center is.