CUSTOMER SUPPORT
Zendesk Refund Ticket Policy Triage and Router
Triages incoming Zendesk refund tickets by policy tier, drafts an appropriate macro reply.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk refund ticketZendesk
- ActionClassify ticket into policy tierOpenAI
- LogicBranch: standard vs. exception tier
- ActionAdd drafted macro reply as internal noteZendesk
- OutputRoute exceptions to supervisor queue with rationaleZendesk
What it does
Every refund-related Zendesk ticket is classified into a policy tier — standard, partial, or exception — then gets a matching draft reply. Clear-cut tickets are prepped for fast resolution; risky ones are tagged and moved to a supervisor queue so nothing borderline ships without review.
When to use it
Use it when a shared refund inbox mixes simple in-window requests with messy edge cases, and you want consistent tiering plus a clean handoff for the cases a supervisor must own.
How it works
- 1A new or updated Zendesk ticket matching refund criteria triggers the flow.
- 2An OpenAI step reads the ticket and customer history, then assigns a policy tier and a recommended action.
- 3A logic branch separates standard/partial tiers from exception or high-dollar tiers.
- 4Standard tickets receive a drafted macro reply added as an internal note and are tagged for agent send.
- 5Exception tickets are tagged, reassigned to the supervisor group, and updated with the policy rationale.
- 6A summary line is written back to the ticket so the next agent sees the verdict at a glance.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 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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