Automation User

Whenever DigitalGenius Flow needs to retrieve some information or perform some update on Zendesk, it is doing it on behalf of a specific agent account.

Although you can use one of the existing agent's accounts, it is generally best practice to have a dedicated agent user for DigitalGenius. This has the benefits of easily isolating any updates done by DigitalGenius and not mixing them up with updates done by another agent.


Since DigitalGenius will be performing all updates on behalf of an agent, it is the name of the agent that will be visible on ticket events. Thus, agents will see the name. Also the end-users will see the Display Name of the agent in the automated responses they receive.


You can also set the signature of the agent account to automatically add a signature to all automations.