CUSTOMER SUPPORT
Triage shared-inbox emails into categorized Zendesk tickets
Watches a shared Gmail support inbox, classifies each email by topic and urgency with an LLM, and creates a Zendesk ticket pre-filled with tags, priority, and a suggested first…
How it runs
The automated pipeline, trigger to output.
- TriggerNew email in Gmail support inboxGmail
- ActionClassify topic, sentiment, urgency with OpenAIOpenAI
- LogicMap urgency + sentiment to priority
- ActionCreate tagged Zendesk ticketZendesk
- OutputAttach suggested reply as internal commentZendesk
What it does
Incoming support emails to a shared Gmail address are read by an LLM that determines the topic, customer sentiment, and urgency. Each email becomes a Zendesk ticket that already carries the right tags, a priority, and a drafted first-response suggestion stored as an internal comment, so the assigned agent starts from a head start instead of a blank screen.
When to use it
Use this when support still lives partly in email and tickets are created by hand. It bridges the inbox to your helpdesk and applies consistent triage rules across every message.
How it works
- 1A new email in the shared Gmail support label triggers the flow.
- 2OpenAI classifies topic, sentiment, and urgency and drafts a suggested reply.
- 3A logic step maps urgency + sentiment to a Zendesk priority value.
- 4A Zendesk ticket is created with the email body, tags, and mapped priority.
- 5The drafted reply is attached as an internal comment for the agent to review and send.
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 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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