Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Yes, with tags. Which tag depends on whether you run an Essentials or an Advanced AI agent, and Zendesk holds some email back on its own.
How do I keep customers away from the email AI agent?
By tagging the user or the organisation, not by writing a rule per customer. The tag has to sit on the user's profile or on their default organisation, and then every new ticket from them carries it.
Advanced AI agents use a fixed tag
escalated_by_ultimate, on the profile or the default organisation. Tickets carrying it are skipped.
Essentials AI agents use a condition you add
Connecting one creates a trigger named Generative reply for your AI agent, which replies to new tickets. Add a condition to that trigger excluding a tag of your own, such as no_ai_reply, and put the same tag on the users or organisations you want kept out. Essentials is legacy and stops working on 10 December 2026, so build this only if that horizon suits you.
What happens to email you did not scope?
Two things, and only one of them is yours.
Zendesk escalates some of it itself
Email arriving at a support address that has an AI agent is analysed first. If it looks like something an AI agent is not suited to, a sales enquiry for instance, the ticket gets escalated_by_support_email and goes to a person before the AI agent sees it. Nothing about that is configurable, and it does not apply to addresses connected through the Microsoft Exchange or Gmail connector.
The rest is your queue
Start from what to exclude rather than what to include: key accounts, complaints and cancellations, anybody with an open escalation.
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