CUSTOMER SUPPORT
Auto-Tag and Route New Tickets to Their Root-Cause Cluster
When a new Zendesk ticket arrives, it matches the ticket against your library of known root-cause clusters and tags plus routes it in real time.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket webhookZendesk
- ActionLoad cluster definitions from NotionNotion
- ActionClassify ticket into root-cause clusterOpenAI
- LogicBranch on confidence and incident status
- ActionApply tag and route ticket in ZendeskZendesk
- OutputAlert Slack if active-incident clusterSlack
What it does
Classifies each incoming ticket into one of your established root-cause clusters the moment it's created, applying a tag and routing it to the right group. If the ticket falls into a cluster currently flagged as an active incident, it raises an immediate alert.
When to use it
Use it once you've identified your recurring root-cause clusters and want new tickets sorted automatically, with fast warning when contacts start piling onto a known live issue.
How it works
- 1A new-ticket webhook from Zendesk triggers the run.
- 2The workflow loads the current root-cause cluster definitions from a Notion reference page.
- 3An OpenAI step classifies the ticket into the best-matching cluster, or marks it uncategorized with a confidence score.
- 4A logic step branches: low confidence goes to manual triage; a match applies the cluster tag and group via the Zendesk API.
- 5If the matched cluster is marked as an active incident, it posts a high-priority Slack alert with the ticket link.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect NotionPages, databases, comments.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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