CUSTOMER SUPPORT
Auto-tag and priority-route new Zendesk tickets with AI
When a ticket arrives in Zendesk, an LLM classifies it into category tags and a priority level, writes them back to the ticket.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionClassify tags + priority with OpenAIOpenAI
- LogicIs priority P1 or P2?
- ActionWrite tags + priority back to ticketZendesk
- OutputAlert support channel for urgent ticketsSlack
What it does
Every new Zendesk ticket gets read by an LLM that assigns topic tags (billing, bug, how-to, churn-risk, etc.) and a priority (P1-P4) from the subject and body. The tags and priority are written straight back onto the Zendesk ticket so agents see them on open, and high-severity tickets trigger a Slack alert to the on-call support channel.
When to use it
Use this when inbound volume is high enough that manual triage is slow and tickets sit in an untriaged queue. It removes the first-touch sorting step so agents pick up already-categorized, already-prioritized work.
How it works
- 1A new ticket created in Zendesk fires the trigger.
- 2The ticket subject and body are sent to OpenAI with a classification prompt that returns structured tags + a priority score.
- 3A branch checks whether the returned priority is P1 or P2.
- 4The tags and priority field are written back to the Zendesk ticket.
- 5For P1/P2 tickets, an alert with the ticket link and reason is posted to the support Slack channel.
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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