How does this compare to Zendesk's own AI?

Yuma AI and Zendesk AI solve different problems. Yuma is built for ecommerce, so its agents come with actions for orders, subscriptions, and returns already wired to Shopify and Recharge, and they can close a ticket end to end rather than only suggest a reply.

Can Yuma use the macros and triggers we have already built?

Yes. Yuma syncs your Zendesk macros and uses them as response templates, so replies come back in the language your team already approved. Your existing triggers and views keep working, and automation builds on top of them.

What happens when the AI gets it wrong?

It escalates to a human with the full context attached, including the order, the conversation history, and whatever the agent already tried. Because some misses trace back to setup rather than the model, it is worth reviewing your rollout and rules before launch.

How do we know it is actually resolving tickets?

The dashboard reports automation rate, resolution volume, and where the next opportunities sit, so teams can see the impact before and after they trust Yuma with live traffic.

Live integration
Helpdesks

AI for Zendesk

Automate Zendesk support end to end. Yuma AI installs in minutes, then taps live order, inventory, and customer data to refund, reship, cancel, or tag tickets before an agent reaches for the keyboard.

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Yuma follows your own policies and playbooks, replies in your brand voice, and hands off only the edge cases.
A dashboard shows exactly what's automated and where to go next, letting your team swap copy-paste for conversations that actually need them.
Multilingual and multi-brand support comes baked in.

G2 review
“The difference Yuma has made in our customer support is night and day. Before, we struggled with long response times. Now we deliver fast, consistent, high-quality support, and the data insights help us fine-tune our processes.”
Marcu M. · Data Reporting & AI Implementor
G2 review
“Their product is top notch. We've tested a few other AI tools and nothing has stacked up to the capabilities of Yuma. Within minutes we're always responded to, and within hours our very complex issues are resolved. It's unheard of.”
Sarah A. · Director of Customer Experience
G2 review
“Since we started with Yuma six months ago, our approach to customer service has completely transformed. It's not just automation; it's quality, efficiency, and a premium, agile customer-service experience. A true performance booster.”
Lucie B. · Customer Care Manager

Overview

Built for ecommerce support inside Zendesk

A customer asks to change the shipping address on an order that has not shipped yet. The ticket lands in Zendesk, gets tagged, gets routed, and then waits for someone to open Shopify and make the change.

Yuma installs into Zendesk and makes that change itself before closing the ticket. Our Zendesk AI vs Yuma AI breakdown covers how that compares to Zendesk's own AI add-on, while the Yuma AI vs Zendesk AI comparison and the ROI calculator for Zendesk AI show what it means for resolution rate and cost.

True automation with external actions

Yuma follows the processes your team already uses, written as playbooks in your Handbook, and completes the work a ticket asks for. It acts across Zendesk, Shopify, Recharge, Yotpo, ShipStation, and ShipBob, so a request that touches three systems still closes in one pass.

Request type	What Yuma does	What the agent sees
Order changes	Look up Edit Cancel Refund Reship	Ticket closed and the order updated in Shopify
Subscriptions	Pause Skip Swap Cancel	Handled in Recharge without a tab switch
Account issues	Check status Resend activation Update details	Resolved in the same thread
Troubleshooting	Walk the customer through your documented steps	Escalated only when those steps run out

Order changes
- Look up
- Edit
- Cancel
- Refund
- Reship
Ticket closed and the order updated in Shopify
Subscriptions
- Pause
- Skip
- Swap
- Cancel
Handled in Recharge without a tab switch
Account issues
- Check status
- Resend activation
- Update details
Resolved in the same thread
Troubleshooting
- Walk the customer through your documented steps
Escalated only when those steps run out

Controls and security

Yuma is SOC 2 Type II certified. Beyond that, the controls sit with your team. You can:

Set daily caps on refunds and cancellations
Define the refund amount above which a ticket escalates automatically
Run a new playbook in draft mode so an agent approves before anything sends

Start at a low rollout percentage before scaling. Block destructive actions in test mode.

Whether any of it is working is a question of key metrics for CX AI success, which the dashboard reports against directly. Teams evaluating AI customer service software can watch automation rate and resolution volume before trusting it with live traffic, and because some early misses trace back to setup rather than the model, the common AI customer service implementation mistakes are worth reading before launch.

Native features

One AI agent: Yuma takes actions across platforms including Zendesk, Shopify, Gorgias, Recharge, Yotpo, ShipStation, and ShipBob, and can carry a ticket through to closure without an agent touching it.
Data flow: Yuma fetches live product, inventory, customer, and order data, so replies reflect what your store looks like right now.
Integrations: Built for ecommerce stacks, integrating with Recharge, Loop Returns, ShipStation, and many more. Wiring Yuma into what you already run is the same AI integration for customer experience work you would do for any new layer in the stack, minus the engineering time.
Brand voice: Drafts match your style, so on-brand responses come back sounding true to you.
Yuma learns fast: Yuma improves over time through machine learning, and our US-based engineering team ships improvements every week.
AI summarization: Summarize a long ticket conversation in a single step, so customers get interruption-free CX even when several agents rotate through one ticket.
AI widget: The widget embeds directly into your Zendesk interface on install, letting human agents co-pilot with AI while they work a ticket.

Advanced enterprise features

Live support from Yuma: A dedicated Slack channel with our team, who stay involved past onboarding.
Multilingual AI: Auto-translate messages and generate drafts in different languages, so your agents stay ready even when a ticket comes in Spanish or French. It builds on the same customer service automation that powers your everyday queues.
Multiple brands and stores: Yuma natively handles multiple brands and stores inside one platform.
Custom workflows: For high ticket volume, we help build workflows that automate your CX stack using AI-powered rules and smart templates.
Custom intents: Write custom intents in plain English to automate actions, tagging, and triage around the edge cases specific to your business.

How to get started

How to get started with Zendesk

Connect Zendesk
We build your Handbook from past tickets
Go live on a share of tickets

Yuma installs into Zendesk in minutes. Once it's in, it builds your knowledge base in the background, potentially within an hour depending on the size of your store and data. From there you can adjust settings in the Yuma dashboard.

Ready to dive in? Please book a demo call and get in touch with us to get started. Once you reach out, our client success team will help you set up everything from scratch.

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30-day free trial · No engineering needed

Frequently asked questions

No. Zendesk stays your helpdesk and your system of record. Yuma installs as an app inside it, where it works the tickets and writes back to the same thread your agents already use, so nothing has to migrate.

Yuma AI is purpose-built for ecommerce CX teams that want to resolve more customer requests while preserving the care, context, and brand voice that make great support memorable.

Built around real ecommerce journeys

Yuma understands the everyday work behind order status, returns, refunds, exchanges, subscriptions, loyalty, and account questions. It connects customer conversations with the commerce context and workflows needed to move each request toward resolution.

Works inside your existing CX stack

Yuma connects with leading helpdesks and ecommerce platforms, helping teams add autonomous support without replacing the tools and operating rhythms they already trust.

Fast for customers, valuable for teams

Customers receive timely, relevant answers while agents spend less time on repetitive work. Complex conversations move to the team with useful context, so people can focus on judgment, empathy, and high-value customer relationships.

Consistent with your brand

Yuma follows your policies, knowledge, and brand voice across support channels. CX leaders can expand automation with confidence while keeping visibility into the customer experience and the outcomes that matter to the business.

Yuma AI resolves ecommerce customer requests across support channels by combining the conversation with live customer, order, product, delivery, return, subscription, and loyalty context.

Resolve requests from answer to action

Yuma moves beyond drafting a reply. It follows your policies and workflows to help customers with everyday journeys such as order status, returns, refunds, exchanges, subscriptions, and account updates.

Deliver on-brand support at scale

Every response reflects your approved knowledge and brand voice, giving customers fast, relevant help while your team focuses on the conversations where human judgment adds the most value.

Connect the tools your CX team already uses

Yuma works across leading helpdesks, commerce platforms, and post-purchase tools so customer context and the next support action come together in one connected experience.