PERSONAL PRODUCTIVITY
Inbox-Zero Triage: Support Emails to Zendesk Tickets with Draft Reply
Identifies support-style emails hitting your shared inbox, opens a categorized Zendesk ticket with priority.
How it runs
The automated pipeline, trigger to output.
- TriggerNew email in shared Gmail inboxGmail
- ActionDetect support intent, category, priority with OpenAIOpenAI
- LogicContinue only for support requests
- ActionCreate categorized ticket in ZendeskZendesk
- ActionDraft first response with OpenAIOpenAI
- ActionLabel thread as converted in GmailGmail
- OutputSave first-response draft to Gmail threadGmail
What it does
Keeps your shared inbox from becoming an accidental help desk. Each new email is checked for support intent; when it qualifies, the flow creates a Zendesk ticket with a suggested category and priority, then drafts a first response. The original email gets labeled as converted so the inbox stays clean and every request is tracked in the right system.
When to use it
Use it when support requests arrive at a general inbox (hello@, team@) instead of a dedicated help-desk address, and you want them captured as tickets without manual copy-paste. Good for small teams running support out of a shared mailbox.
How it works
- 1A new email arrives in the shared Gmail inbox and triggers the run.
- 2OpenAI decides whether it is a support request and proposes a category and priority.
- 3A branch passes only support mail forward.
- 4A Zendesk ticket is created with the subject, body, category, and priority.
- 5OpenAI drafts a first-response reply referencing the ticket.
- 6The original Gmail thread is labeled as converted to a ticket.
- 7The draft response is saved on the Gmail thread for review before sending.
Set it up
What you configure once, before turning it on.
- 1Connect GmailRead, draft, send, label.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ZendeskTickets, queues, knowledge base.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, 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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