CUSTOMER SUPPORT
Zendesk: Classify Intent, Then Deflect or Escalate
Classifies each new Zendesk ticket by intent with OpenAI, drafts a KB-grounded reply for simple how-to questions.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionClassify ticket intentOpenAI
- LogicRoute: deflect how-to, escalate billing and bug
- ActionSearch Help Center and draft cited replyOpenAI
- OutputAttach draft note and set group and priorityZendesk
What it does
Adds an intent-classification gate in front of auto-drafting. Simple informational tickets get a grounded draft reply; sensitive categories like billing disputes or bug reports skip drafting and are routed to a specialist queue instead.
When to use it
Use this when blanket auto-drafting feels risky. You want deflection only where it is safe, and deterministic routing everywhere else, so agents never see an AI draft on a ticket that needs human judgment.
How it works
- 1A new Zendesk ticket triggers the flow.
- 2OpenAI classifies the ticket into an intent label (how-to, billing, bug, account, other).
- 3A logic branch decides the path: how-to continues to drafting, while billing and bug are tagged and reassigned to their group with no draft.
- 4For the how-to path, the help center is searched and OpenAI drafts a cited reply.
- 5The draft is attached as an internal note and the ticket priority is set, ready for the assigned agent.
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.
More Customer Support workflows
Send a tailored Loom onboarding sequence on Front first-reply
When a new customer's first email lands in Front, this picks the Loom onboarding walkthroughs matching their plan and use case, builds a friendly sequenced reply.
Suggest the right Loom video by classifying Intercom message intent
Reads each new inbound Intercom conversation, classifies what the customer is trying to do, and surfaces the best-matching Loom walkthrough to the agent as an internal note.
Draft personalized fix-live replies for support to review
When a Sentry issue resolves, an agent reads each linked ticket's full thread and drafts a tailored 'your fix is live' reply per requester.
Close the loop with requesters when a Linear bug moves to Done
When a Linear issue created from a support escalation moves to Done after deploy, look up the originating Zendesk tickets and notify each requester that their reported bug is…
Reopen and notify Front conversations when their bug fix deploys
When a deploy resolves a Sentry issue, find the snoozed or closed Front conversations linked to it, reopen them, and send the customer a reply that the fix is now live.
Tell Intercom users their reported bug shipped after a Vercel deploy
On a successful Vercel production deployment, match the release's resolved Sentry issues to Intercom conversations and message each affected user that their reported issue is…
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.