CUSTOMER SUPPORT
Zendesk Triage-and-Draft Pre-Warmer
Classifies each new Zendesk ticket by intent and urgency, routes urgent ones to a Slack channel.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionClassify intent and urgency with OpenAIOpenAI
- LogicBranch on urgency level
- ActionAlert Slack triage channel if urgentSlack
- ActionDraft category-matched first reply with OpenAIOpenAI
- OutputPost draft as private internal noteZendesk
What it does
This does triage and drafting in one pass. Each new Zendesk ticket is classified by intent (billing, bug, how-to, churn risk) and urgency, escalated to Slack if hot, and given a first-reply draft tuned to that category. Agents open a ticket that is already sorted and pre-written.
When to use it
When a single queue mixes urgent and routine tickets and you want both faster routing and a ready draft. Ideal for lean teams without a dedicated triage shift.
How it works
- 1A new Zendesk ticket created fires the trigger.
- 2OpenAI classifies the ticket into an intent category and urgency level.
- 3A branch acts on urgency: high-urgency tickets post an alert to a Slack triage channel with a summary and link.
- 4OpenAI drafts a first reply written for the detected intent category.
- 5The draft posts back to the ticket as a private internal note for the assigned agent to edit and send.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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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