How to write effective commands for AI-enhanced Zendesk apps

To get the most out of your AI-enhanced Zendesk apps, it's essential to craft well-structured, clear, and context-aware prompts. Whether you're using AI to summarize tickets, classify issues, or enhance responses, the quality of your command directly affects the outcome.

This guide shares prompt writing best practices, app-specific examples, and expert tips to help you improve accuracy and efficiency.

Why command quality matters

AI tools follow your instructions — but how well they perform depends on the quality of those instructions. Better prompts lead to:

• Improved Accuracy – Clear input yields more precise responses.

• Increased Efficiency – Specific prompts reduce the need for manual revisions.

• Consistency – Reusable prompts ensure uniform communication.

• Advanced Performance – Well-scoped instructions unlock full AI capabilities.

Best practices for crafting commands

1. Be specific and direct

Less effective: "Fix this."
More effective: "Correct grammatical errors and make the tone more professional."

2. Provide context

Example: "Summarize the customer's issue in two sentences, focusing on the main concern."

3. Avoid ambiguity

Less effective: "Make it better."
More effective: "Rewrite to sound more empathetic and concise."

4. Specify tone and format

Examples:
"List the key points in bullet format."
"Use a friendly and supportive tone."

App-specific prompt examples

AI Ticket Classification

• Choose a structured dropdown field with clear, distinct categories.

• Use the Explanation field to describe how the AI should assign each category. The more context you provide, the more accurate the classification.

Example prompt for “Broken Product”
Item is damaged, faulty, or parts are missing.

Example prompt for “Did not meet expectations”
Customer unhappy, but item not defective.

GPT Editor

• Name your prompt clearly (e.g., “Polish + Shorten Email”).

• In the prompt body, explain what edits should be made and why.

Example Prompt:
"Please edit this email to improve grammar and clarity. Make the tone more empathetic and professional, and shorten it slightly while keeping the key message intact."

Additional tips for better results

• Test and Refine – Try multiple prompt styles to determine which one works best.

• Save Successful Prompts – Reuse effective commands to save time and maintain consistency.

• Use Role-Based Perspective – Guide the AI by assigning it a point of view.
  Example: “As a support agent, draft a calm response to a frustrated customer.”

• Combine Instructions When Needed – For complex tasks, include multiple steps in a clear and structured way.
  Example: “Summarize the complaint, then offer a polite apology and a proposed solution.”

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