Run Zendesk by voice
Incredible is a voice-first assistant that helps you work Zendesk tickets. You hold a key, say what you want, and it drafts replies, sets ticket status and priority, adds internal notes, applies macros, and reads back your queue. It runs on your Mac or Windows machine, uses cloud AI models to understand you, and does the same work across 3,000+ other apps in one request. Before it sends a reply, changes a ticket, or applies a macro, it shows you exactly what it will do and waits for your approval.
Last updated July 2026
In short
- Talk to Zendesk instead of clicking through your ticket queue.
- It drafts replies, sets status, adds notes, and applies macros on request.
- Works across Zendesk and 3,000+ other apps in one spoken request.
- Asks before it sends a reply, changes a ticket, or solves anything.
- Runs on your own Mac or Windows machine using cloud AI models.
What you can say
“Draft a reply to the top ticket in my queue explaining the refund policy”
It reads the ticket and drafts a reply for you to review before sending.
“Set the ticket about the failed payment to pending and assign it to me”
It changes the status and assignee after you confirm.
“How many tickets in my view are still unsolved from today?”
You get a count and short list, with nothing changed.
“Add an internal note to ticket 4821 summarizing the customer’s issue”
It drafts the note and posts it internally once you approve.
“Apply the refund macro to this ticket and mark it solved after I approve”
It shows the macro result and the status change, then applies both on your yes.
“Find every open ticket tagged billing that has breached SLA”
It reads back the matching tickets, no changes made.
“Start a side conversation with shipping about the delayed order on this ticket”
It drafts the side conversation and sends it after you approve.
“Summarize what this customer has contacted us about over the last month”
It reads their recent tickets and gives you a short spoken summary.
How it works
- Hold the activation key on your Mac or Windows machine and say what you want done in Zendesk.
- Incredible turns your words into a plan with cloud AI models and finds the exact Zendesk actions to run.
- Before it sends a reply, changes a ticket, or applies a macro, it shows you the change and waits for approval.
- It carries out the work in Zendesk, keeps a record of what it did, and can keep watching views or tags you name.
Incredible vs Zendesk’s own AI
| Incredible | Zendesk AI | |
|---|---|---|
| How you use it | Talk to it. Hold a key from any app and speak. | Use Copilot and AI agents inside Zendesk. |
| Where it works | Across Zendesk and 3,000+ other apps in one request. | Inside Zendesk and its Resolution Platform. |
| Knowledge of your tickets | Reads what the Zendesk API exposes when it acts. | Deep, native access to tickets, macros, and history. |
| Auto-resolving customer questions | Not an autoresponder. It helps you work tickets. | Strong. AI agents resolve questions on their own. |
| Before it sends or solves | Shows the exact reply or change and waits for approval. | Copilot and agents can act with configured oversight. |
| Cross-app tasks | Pulls from Zendesk, Slack, your CRM, and more in one flow. | Centered on the Zendesk service workflow. |
What can Incredible do in Zendesk?
It helps you clear your queue by voice. You say the outcome and it drafts replies, sets status and priority, adds internal notes, applies macros, starts side conversations, and reads back your view. It also summarizes a customer’s history, so you can get context on a ticket without reading every past message.
Because one request can also reach your other tools, you can answer the ticket, update the CRM, and post to Slack in a single instruction.
- Draft replies and internal notes for your review.
- Set status and priority, and assign tickets.
- Apply macros and start side conversations.
- Read back your queue and summarize a customer’s history.
How is this different from Zendesk AI?
Zendesk AI is built into Zendesk and knows your tickets natively. Its AI agents can resolve customer questions on their own across channels, and Copilot guides your agents from your knowledge base. That autonomous resolution at scale is a real strength, and Incredible is not an autoresponder.
Incredible is for the person working the queue. You talk instead of type, one request can span Zendesk and 3,000+ other apps, and anything that sends or solves waits for your approval. Use Zendesk AI to deflect and resolve common questions, and Incredible to work the tickets that need a human hands-free and connect them to your other tools.
Is it safe to let it send replies and change tickets?
Yes, because it never sends on its own. A reply, a status change to solved, or an applied macro is shown to you as an exact preview and only goes through once you approve. Reading your queue and summarizing tickets needs no approval, so those answers are instant.
Every action is written to an audit trail, so you can trace what was sent and changed. It can also watch a view or tag and tell you when tickets arrive or breach SLA, instead of you refreshing the queue.
Questions, answered
Does Incredible replace Zendesk AI?
No. Zendesk AI resolves common questions autonomously and knows your tickets natively. Incredible is a voice layer that helps you work tickets across Zendesk and 3,000+ other apps, with approvals. They fit together.
Will it send replies to customers on its own?
No. Every reply, solve, or macro is shown to you as a preview and waits for your approval before it goes out. Only reading and summarizing happen without a prompt.
How do I use it?
You hold one key on your Mac or Windows machine and speak, then let go. There is no Zendesk view to open first.
Can it work across Zendesk and my CRM at once?
Yes. One request can answer the ticket and update your CRM, Slack, and 3,000+ other apps, so linked work happens together.
Does it run on Windows as well as Mac?
Yes. Incredible runs on both Mac and Windows and uses cloud AI models to understand you.
Can it watch my queue for me?
Yes. Ask it to watch a view or tag and it will tell you when tickets arrive or breach SLA, so you stop refreshing.
Put it to work in your apps.
Download Incredible for Mac or Windows, or see everything it can do.