TICKET MANAGEMENT
On Zendesk ticket update, find and attach the customer's recent Zoom call recording
When an agent tags a Zendesk ticket for call follow-up, searches Zoom for the customer's recent recording, summarizes it, and attaches the playback link plus a transcript summary…
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket tagged attach-callZendesk
- ActionRead requester email and time windowZendesk
- ActionSearch Zoom for matching recordingZoom
- LogicBranch: recording found vs. none
- ActionSummarize transcript and action itemsOpenAI
- OutputUpdate ticket with recording + summaryZendesk
What it does
Lets agents pull a call recording onto a ticket on demand, driven from Zendesk rather than from Zoom. When a ticket gets a specific tag or macro, the workflow hunts down the matching recent Zoom recording, summarizes it, and files it on the ticket without the agent ever opening the Zoom portal.
When to use it
Use it when calls and tickets don't always map one-to-one, so you'd rather link recordings reactively. Perfect when an agent picks up a ticket later and wants the prior call's context, or when a call was booked outside the workflow that auto-attaches.
How it works
- 1A Zendesk ticket is updated with the "attach-call" tag.
- 2Read the ticket's requester email and recent activity window.
- 3Search Zoom for recordings matching that participant within the time window.
- 4If a recording is found, OpenAI summarizes its transcript and extracts action items.
- 5Branch: if no matching recording exists, leave an internal note saying none was found.
- 6Update the Zendesk ticket with the recording link and summary.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ZoomMeetings, recordings, transcripts.
- 3Connect OpenAIModels, embeddings, files.
- 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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