CUSTOMER SUPPORT
Auto-triage new Zendesk tickets with category tags and a suggested macro
When a new Zendesk ticket arrives, classify it into a support category, apply the matching tags.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionClassify category, priority, and best macro with OpenAIOpenAI
- LogicBranch on classification confidence
- ActionApply category and priority tags in ZendeskZendesk
- OutputPost suggested macro as an internal noteZendesk
What it does
Every inbound Zendesk ticket is read by an LLM that assigns a category (billing, bug, how-to, cancellation, feature request, or other), a priority guess, and the single best-fit macro from your library. The classification is written back as Zendesk tags, and the suggested macro text lands as an internal note so the assigned agent starts from a draft instead of a blank box.
When to use it
Use this when your queue mixes many request types and agents waste time hand-tagging and hunting for the right macro. It is ideal for teams that already maintain a macro library but want consistent, instant triage on first touch.
How it works
- 1A new ticket created in Zendesk fires the trigger.
- 2OpenAI reads the subject and first message and returns a category, priority, and the closest macro name with confidence.
- 3A logic step checks confidence; low-confidence tickets get a `needs-human-triage` tag and skip the macro step.
- 4An action writes the category and priority tags back to the ticket in Zendesk.
- 5The final step posts the suggested macro as an internal note on the ticket for the 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.
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Run this workflow in your colony.
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