Knowledge Automation for Zendesk

Automate company knowledge and deliver accurate answers in Zendesk

Reduce Handle Times

Shelf Merlin AI suggests answers based on the context of the inquiry and ticket data.

Simplify Complex Escalations

Guide agents through difficult questions with decision trees inside Zendesk.

Reduce Training Time and Costs

Simply train agents on Zendesk and Shelf AI provides the knowledge.

Agent Assist Supercharges your Team

Agent Assist

Shelf’s Agent Assist integration in Zendesk means your team can quickly surface the information they need to do their job, with no extra effort. Agent Assist listens to the conversation and suggests real-time answers directly from your existing knowledge, whether it’s a simple answer or a complex navigated workflow process.

Continuously Improve Answers with Agent Feedback

Knowledge Management

Close the loop by allowing agents to provide direct feedback on content quality. Then publish new content quickly and efficiently with Shelf workflow automation. Set priorities, create content, route approvals, publish, announce, and deliver it directly to agents inside Zendesk.

Identify Gaps Between Questions and Answers

Dashboards and Reports

Improve service quality and performance with knowledge analytics based on customer interactions across every Zendesk channel. Drill down into detailed interaction reports on search topics, empty searches, and content feedback from agents to zero in on the highest impact improvements.

Shelf Platform Capabilities and Features

Learn how the Shelf knowledge platform combines AI with modern SaaS infrastructure and a simple user experience to help agents and customers get the answers they need–on-demand.

ROI Starts on Day One

Lightning fast implementation and guaranteed user adoption make Shelf a quick win

80%

Less time looking for answers

30%

Shorter average handle times

40%

Fewer support escalations

Consistently Rated #1 for Knowledge Management