Guardrails — Proactive QA for Zendesk

Move from reactive to proactive QA with Guardrails. Enforce brand standards, workflow rules, and quality expectations inside the Zendesk agent experience before costly support mistakes happen.

Whether you want to protect your brand voice, prevent incorrect ticket actions, or add AI-powered review to sensitive customer interactions, Guardrails gives your team real-time control without slowing agents down.

Why Guardrails

Built for Zendesk admins

Guardrails uses an intuitive admin interface that feels familiar from day one. If you have ever created a Zendesk trigger, you already know how to use the app.

It is designed to feel native inside modern Zendesk environments and fully supports dark mode for teams that prefer it.

Unlimited conditions

Tailor each guardrail carefully based on ticket attributes and agent changes.

Use flexible condition logic to define when a guardrail should run, including ticket fields, assignee status, group assignment, custom fields, user role, and more.

AI-powered reviews + deterministic rules

Guardrails combines the best of both worlds:

• AI-powered guidelines for reviewing agent replies against brand, tone, empathy, and quality standards
• Deterministic rules for enforcing precise workflow and ticket-action requirements

Use AI when judgment is needed. Use rule-based guardrails when consistency and operational control matter most.

Coach agents in real time

When a guardrail blocks an action, agents receive a clear explanation of what went wrong and how to fix it. This turns QA into proactive guidance instead of delayed feedback after the customer interaction is already completed.

No more hiding options

Have you ever hidden a drop-down option, only for agents to report that “the Zendesk form is broken”?

With Guardrails, agents can maintain visibility, but invalid actions are blocked with clear guidance. Even if agents miss the memo, they receive relevant feedback instead of being surprised by sudden configuration changes.

Data disclosure

The app runs locally in your Zendesk instance and the agent's browser, and no user data is stored externally. Ticket data is only sent to your configured LLM provider when you enable AI-powered guidelines, so deterministic guardrails keep your team in control of when AI is used.

If an admin opts in, they can authorize Guardrails by Aidvisor to read from their Zendesk instance only to retrieve Agent unified status when a guardrail relies on it. It is relayed as-is and never stored or logged.

Extending Guardrails

Can’t find your desired condition or action? We’d love to hear from you. Get in touch using the in-app support form or email us at support@aidvisor.eu.

About us

Aidvisor is a 3x certified Zendesk expert with a decade of CX experience developing Zendesk apps, themes, AI agents, and full-stack solutions.

Developed by passionate humans • Made in EU