TICKET MANAGEMENT
Warranty Ticket Auto-Triage and Routing
Watches incoming Zendesk tickets, looks up the customer's warranty status, and either auto-routes to the returns queue with an RMA draft or replies that coverage has lapsed.
How it runs
The automated pipeline, trigger to output.
- TriggerNew warranty/return ticket created in ZendeskZendesk
- LogicParse order ID or serial number from ticket
- ActionLook up purchase record in PostgresPostgres
- LogicBranch on coverage: in-warranty / expired / unmatched
- OutputTag, route, and annotate the ticket in ZendeskZendesk
What it does
Turns inbound warranty and return support tickets into pre-triaged, decision-ready work. When a ticket arrives, it extracts the order reference, checks warranty coverage in your purchase database, and tags and routes the ticket accordingly so agents skip the lookup step entirely.
When to use it
Use this when warranty questions flood your Zendesk queue and agents spend the first few minutes of every ticket pulling up purchase dates. It front-loads the eligibility decision so in-warranty tickets land in the returns queue and out-of-warranty ones get a templated lapse reply.
How it works
- 1A new Zendesk ticket tagged warranty or return triggers the workflow.
- 2The bot parses the order ID or serial number from the ticket body.
- 3It queries Postgres for the purchase record and computes coverage status.
- 4A logic branch decides the path: in-warranty, expired, or unmatched order.
- 5In-warranty tickets are tagged, assigned to the returns queue, and given a drafted RMA note; expired tickets get an internal note flagging a lapse reply.
- 6The updated ticket is written back to Zendesk.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 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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