Customer experience teams across the world are about to gain unprecedented visibility into their AI-powered support operations. Zendesk has just announced the general availability of a groundbreaking feature that transforms how organisations monitor and manage AI agent interactions – AI agent conversations as tickets in Support and Agent Workspace.
This significant update, rolling out from 7 October 2025 through 23 October 2025, addresses one of the most pressing challenges facing modern CX teams: the lack of visibility into automated customer interactions handled entirely by AI agents.
The Visibility Gap That's Been Holding CX Teams Back
Until now, conversations between AI agents and customers that didn't require human escalation existed in a sort of "black box." These interactions were stored only as conversation transcripts in the Admin Centre for 30 days, making it nearly impossible for CX teams to:
- Monitor AI agent performance effectively
- Understand which issues are being resolved automatically
- Track customer satisfaction with automated resolutions
- Identify patterns in customer enquiries
- Maintain comprehensive ticket history for returning customers
For Australian businesses investing heavily in AI-powered customer support, this visibility gap has been a significant barrier to optimising their automated support strategies.
What's Changing: AI Conversations Become Visible Tickets
With this new feature, every conversation between an AI agent and a customer – even those that never required human intervention – now appears as a read-only ticket in Zendesk Support and Agent Workspace. This means CX teams can finally see the complete picture of their customer support operations.
Here's what makes this update particularly valuable:
Complete Operational Visibility
AI agent tickets appear in standard ticket views alongside human-handled tickets, giving managers and analysts a comprehensive view of all customer interactions. This visibility is crucial for understanding the true volume and nature of customer enquiries your organisation handles.
Performance Monitoring Made Simple
CX teams can now easily track metrics such as:
- Resolution rates for different types of enquiries
- Common issues being handled automatically
- Customer satisfaction with AI-powered resolutions
- Trends in automated support effectiveness
Seamless Integration with Existing Workflows
The beauty of this implementation lies in its non-disruptive nature. These AI agent tickets are read-only and don't execute triggers or automated workflows, ensuring your existing processes remain unaffected. Once a conversation escalates to a human agent, your standard workflows kick in as usual.
Strategic Benefits for Australian CX Teams
This development offers several strategic advantages for customer experience teams, particularly those managing high-volume support operations common in Australian retail, telecommunications, and financial services sectors.
Enhanced Reporting and Analytics
With AI agent conversations now visible as tickets, CX teams can generate more comprehensive reports that include both automated and human-handled interactions. This complete data set enables better decision-making around resource allocation and AI agent optimisation.
Improved Customer Journey Mapping
For returning customers, support agents can now see the complete history of interactions, including those handled entirely by AI agents. This comprehensive view enables more personalised and contextual support experiences.
Better ROI Measurement
Organisations can now accurately measure the return on investment from their AI agent implementations by tracking the volume and types of issues being resolved automatically, without human intervention.
Implementation Considerations for CX Leaders
While this feature will be enabled by default across all Zendesk accounts by 23 October 2025, CX leaders should consider several factors when planning their approach:
Data Volume Management
Organisations with high-volume AI agent interactions may see a significant increase in their ticket counts. It's important to adjust reporting and analytics frameworks to account for this change and distinguish between AI-handled and human-handled tickets in performance metrics.
Agent Training and Communication
Support agents will now see AI agent tickets in their views. Clear communication about the read-only nature of these tickets and their purpose will help prevent confusion and ensure smooth adoption.
Workflow Optimisation Opportunities
The increased visibility into AI agent performance may reveal opportunities to optimise automated workflows, improve AI agent responses, or identify common issues that could benefit from enhanced automation.
Future Enhancements on the Horizon
Zendesk has indicated that this is just the beginning. Future iterations will include the ability to add tags to AI agent tickets, execute triggers and workflows, and enhanced reporting capabilities. These developments will further integrate AI agent interactions into standard support operations.
Getting Ready for the Change
For Australian organisations looking to maximise the benefits of this new feature, consider these preparation steps:
- Review Current AI Agent Performance: Use the remaining visibility window to assess current AI agent effectiveness
- Update Reporting Frameworks: Prepare analytics and reporting systems to accommodate the increased ticket volume
- Train Your Team: Ensure support agents and managers understand the new visibility and its implications
- Plan for Optimisation: Develop strategies for using the new visibility to improve AI agent performance
Expert Support for Zendesk Optimisation
As a Zendesk Premier Partner, Gravity CX helps Australian organisations maximise their customer experience technology investments. Whether you're looking to optimise your current AI agent setup or need support implementing this new feature effectively, our team of Zendesk experts can provide tailored guidance.
Our Zendesk Admin as a Service offering ensures your platform stays optimised as new features like AI agent ticket visibility are rolled out, while our AI agent expertise helps organisations leverage these capabilities for maximum impact.
The Bottom Line
Zendesk's new AI agent conversations as tickets feature represents a significant step forward in AI-powered customer support transparency. For CX teams, this means better visibility, improved analytics, and enhanced ability to optimise automated support operations.
As this feature becomes standard across all Zendesk accounts, organisations that proactively prepare and optimise their approach will be best positioned to leverage the enhanced visibility for improved customer experience outcomes.
The future of customer support lies in the seamless integration of AI and human agents, and this update brings us one step closer to that vision. For Australian CX teams, it's an opportunity to gain unprecedented insight into the full spectrum of customer interactions and drive continuous improvement in support operations.
