TICKET MANAGEMENT
Re-rank the Zendesk Queue by Affected ARR
On every new or updated Zendesk ticket, looks up the requester's account in Salesforce, computes affected ARR.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket created or updatedZendesk
- ActionMatch requester to Salesforce Account and read ARRSalesforce
- LogicScore ARR into 0-100 queue_rank with renewal/churn boost
- LogicBranch: tag unmatched accounts vs. ranked accounts
- OutputWrite queue_rank and priority back to ZendeskZendesk
What it does
Replaces raw first-in-first-out ordering with a revenue-weighted queue. Each time a Zendesk ticket is created or updated, the workflow resolves the requester to a Salesforce Account, reads that account's ARR (plus any parent-org rollup), and writes a normalized `queue_rank` and adjusted priority back to the ticket so high-blast-radius customers surface to the top.
When to use it
Use it when your support team is drowning in a flat FIFO queue and enterprise accounts are waiting behind low-value tickets. Ideal for teams that already maintain ARR in Salesforce and want triage to reflect business impact without manual sorting.
How it works
- 1A Zendesk ticket is created or updated, firing the trigger.
- 2The requester email is matched to a Salesforce Account; ARR and parent-account rollup are pulled.
- 3A scoring step normalizes ARR into a 0-100 `queue_rank`, boosting accounts in renewal or churn-risk stages.
- 4If no Salesforce match is found, the ticket keeps its default rank and is tagged `unmatched-account`.
- 5The workflow writes `queue_rank` and the recalculated priority back to the Zendesk ticket via a custom field update.
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 this workflow in your colony.
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