CUSTOMER SUPPORT
Cluster duplicate Zendesk tickets and auto-reply with a live incident macro
Scans new Zendesk tickets on a schedule, clusters ones describing the same active incident.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule runs every few minutes
- ActionFetch new unassigned ticketsZendesk
- ActionClassify tickets against the active incidentOpenAI
- LogicKeep only high-confidence incident matches
- ActionApply public incident macro reply and tagZendesk
- OutputPost auto-deflection tally to incident channelSlack
What it does
It periodically reads newly opened Zendesk tickets, uses an LLM to cluster ones that describe the same in-progress incident, and for matched tickets posts a templated public reply with the incident link and ETA. Operators stop hand-replying to the tenth copy of the same complaint.
When to use it
Use it during a known, declared incident when reports keep arriving in Zendesk and each one needs the same reassuring update. It works best alongside an incident channel where the canonical status message lives.
How it works
- 1A schedule trigger runs every few minutes during business hours.
- 2An action pulls newly created, unassigned tickets from Zendesk.
- 3An OpenAI step labels each ticket against the currently declared incident's symptom description.
- 4A logic step keeps only tickets that match the active incident with high confidence.
- 5An action applies the public incident macro reply and tags the ticket.
- 6A final Slack note posts a tally of auto-deflected tickets to the incident 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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