An AI agent in Zendesk should primarily operate under the principle of least privilege, ensuring it only has access necessary for its defined tasks. This includes read access to ticket fields, customer profiles, and the knowledge base to understand context and retrieve relevant information. For direct interactions, permissions might extend to drafting responses, updating specific ticket fields like status, or suggesting knowledge base articles. Crucially, any write or action permissions, such as creating new tickets or escalating to human agents, should ideally be supervised or require explicit approval, especially during initial deployment. It may also need access to internal notes or team assignments for collaboration. Comprehensive audit trails must log every AI action to maintain transparency and accountability. Therefore, a granular role with defined scopes is paramount for secure and effective AI integration. More details: https://artnudepic.com/cgi-bin/txs/o.cgi?s=60&link=tmc_ac3elsie_nu01.jpg&url=https://infoguide.com.ua/