TICKET MANAGEMENT
Generate an ARR-Aware Triage Brief for Each New Ticket
On a new Zendesk ticket, an agent pulls the Salesforce account's ARR, renewal date, and open-ticket history.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionRead Salesforce account ARR, renewal, and tierSalesforce
- ActionQuery recent ticket volume for the accountZendesk
- LogicSynthesize blast-radius assessment and handling tier
- OutputPost private triage brief as internal noteZendesk
What it does
Gives the responding agent instant context instead of a bare ticket. For each new Zendesk ticket, an agent gathers the linked Salesforce account's ARR, renewal stage, support tier, and recent ticket count, reasons about how much is at stake, and posts an internal triage note with a recommended handling tier and talking points.
When to use it
Use it when agents waste time hunting through the CRM to gauge how important a customer is before responding. Ideal for support orgs that want consistent, revenue-aware first responses without forcing every agent to manually research each account.
How it works
- 1A new Zendesk ticket triggers the workflow.
- 2The agent resolves the requester to a Salesforce account and reads ARR, renewal date, and tier.
- 3It also queries recent ticket volume for that account to gauge fatigue or recurring pain.
- 4The agent synthesizes a blast-radius assessment and assigns a handling tier (e.g., white-glove vs. standard).
- 5The brief is posted back to the ticket as a private internal note for the assigned agent.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SalesforceAccounts, opportunities, cases.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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