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Automate customer support workflows with Zendesk ticket management, routing, and analytics
Zendesk Automation
Comprehensive skill for automating Zendesk support workflows and ticket management.
Core Workflows
1. Ticket Triage Pipeline
INCOMING TICKET FLOW:
┌─────────────────┐
│ New Ticket │
└────────┬────────┘
▼
┌─────────────────┐
│ AI Analysis │
│ - Intent │
│ - Sentiment │
│ - Urgency │
└────────┬────────┘
▼
┌─────────────────┐
│ Categorize │
│ - Type │
│ - Product │
│ - Skill needed │
└────────┬────────┘
▼
┌─────────────────┐
│ Route & Assign │
│ - Team │
│ - Agent │
│ - Priority │
└────────┬────────┘
▼
┌─────────────────┐
│ Auto-Response │
│ (if applicable)│
└─────────────────┘
2. Routing Rules
routing_rules:
- name: billing_issues
conditions:
- field: subject
contains: ["billing", "invoice", "charge", "refund", "payment"]
- field: tags
includes: ["billing"]
actions:
- set_group: billing_team
- set_priority: high
- add_tags: ["billing_routed"]
- name: technical_support
conditions:
- field: subject
contains: ["error", "bug", "not working", "crash"]
- field: product
equals: "software"
actions:
- set_group: tech_support
- set_priority: normal
- add_tags: ["technical"]
- name: enterprise_escalation
conditions:
- field: organization
tier: enterprise
- field: priority
equals: urgent
actions:
- set_group: enterprise_team
- set_priority: urgent
- notify: slack_channel
3. Priority Matrix
Customer Tier
Issue Type
Response SLA
Resolution SLA
Enterprise
Critical
15 minutes
4 hours
Enterprise
High
1 hour
8 hours
Business
Critical
1 hour
8 hours
Business
Normal
4 hours
24 hours
Standard
All
8 hours
48 hours
Auto-Response Templates
Common Issue Responses
auto_responses:
password_reset:
trigger:
keywords: ["password", "reset", "forgot", "login"]
response: |
Hi {{ticket.requester.name}},
I understand you're having trouble accessing your account.
Here's how to reset your password:
1. Go to {{settings.login_url}}/forgot-password
2. Enter your email address
3. Check your inbox for the reset link
4. Create a new password
If you don't receive the email within 5 minutes,
please check your spam folder.
Let me know if you need any further assistance!
actions:
- add_tags: ["auto_replied", "password_reset"]
- set_status: pending
shipping_inquiry:
trigger:
keywords: ["shipping", "tracking", "delivery", "order status"]
response: |
Hi {{ticket.requester.name}},
Thanks for reaching out about your order!
I've looked up your recent order and here's the status:
{{#if order.tracking_number}}
- Order #: {{order.id}}
- Status: {{order.status}}
- Tracking: {{order.tracking_number}}
- Estimated Delivery: {{order.estimated_delivery}}
{{else}}
Your order is being processed and tracking information
will be available within 24 hours.
{{/if}}
Is there anything else I can help with?
Ticket Management
Macro Library
macros:
- name: request_more_info
actions:
- add_comment: |
Thank you for contacting us. To better assist you,
could you please provide:
1. Your account email
2. Steps to reproduce the issue
3. Any error messages you're seeing
4. Screenshots if possible
- set_status: pending
- add_tags: ["awaiting_info"]
- name: escalate_to_engineering
actions:
- add_internal_note: "Escalated to engineering team"
- set_group: engineering
- set_priority: high
- add_tags: ["escalated", "engineering"]
- notify: engineering_slack
- name: close_resolved
actions:
- add_comment: |
I'm glad we could resolve this for you!
If you have any other questions, feel free to
reach out anytime. We're here to help.
Have a great day!
- set_status: solved
- add_tags: ["resolved"]
Bulk Operations
bulk_actions:
- name: close_stale_tickets
schedule: "0 0 * * *" # Daily
conditions:
- status: pending
- last_update_days: 7
actions:
- add_comment: "Closing due to no response. Please reopen if needed."
- set_status: solved
- add_tags: ["auto_closed"]
- name: escalate_breaching_sla
schedule: "*/15 * * * *" # Every 15 min
conditions:
- sla_breach_in_minutes: 30
actions:
- set_priority: urgent
- notify: team_lead
- add_tags: ["sla_at_risk"]
SLA Management
SLA Policies
sla_policies:
- name: enterprise_sla
conditions:
organization_tag: enterprise
targets:
first_reply:
urgent: 15 # minutes
high: 60
normal: 240
resolution:
urgent: 240
high: 480
normal: 1440
- name: standard_sla
conditions:
default: true
targets:
first_reply:
urgent: 60
high: 240
normal: 480
resolution:
urgent: 480
high: 1440
normal: 2880
SLA Dashboard
SLA PERFORMANCE - THIS WEEK
═══════════════════════════════════════
First Reply SLA:
Enterprise ████████████████████ 98% ✓
Business ██████████████████░░ 94% ✓
Standard █████████████████░░░ 89% ⚠
Resolution SLA:
Enterprise ████████████████████ 96% ✓
Business █████████████████░░░ 91% ✓
Standard ████████████████░░░░ 85% ⚠
TICKETS AT RISK:
┌──────────┬──────────┬───────────┐
│ Ticket │ Customer │ Time Left │
├──────────┼──────────┼───────────┤
│ #45231 │ Acme Corp│ 12 min │
│ #45198 │ TechStart│ 28 min │
│ #45156 │ DataFlow │ 45 min │
└──────────┴──────────┴───────────┘
AI-Powered Features
Sentiment Analysis
sentiment_analysis:
enabled: true
actions:
negative:
- add_tags: ["negative_sentiment"]
- set_priority: +1 # Increase priority
- notify: team_lead
frustrated:
- add_tags: ["frustrated_customer"]
- route_to: senior_agents
- add_internal_note: "Customer appears frustrated"
Intent Detection
intent_detection:
categories:
- name: billing_inquiry
keywords: ["charge", "invoice", "refund", "bill"]
confidence_threshold: 0.8
- name: technical_issue
keywords: ["error", "bug", "broken", "crash"]
confidence_threshold: 0.75
- name: feature_request
keywords: ["wish", "would be nice", "suggest", "feature"]
confidence_threshold: 0.7
- name: cancellation
keywords: ["cancel", "stop", "end subscription"]
confidence_threshold: 0.85
actions:
- route_to: retention_team
- set_priority: high
Integration Workflows
Slack Integration
slack_integration:
notifications:
- trigger: new_urgent_ticket
channel: "#support-urgent"
message: "🚨 New urgent ticket: {{ticket.subject}}"
- trigger: sla_warning
channel: "#support-alerts"
message: "⚠️ Ticket #{{ticket.id}} approaching SLA breach"
- trigger: negative_csat
channel: "#support-feedback"
message: "📉 Low CSAT received for ticket #{{ticket.id}}"
JIRA Integration
jira_integration:
sync_rules:
- zendesk_tag: bug_confirmed
create_jira:
project: DEV
issue_type: Bug
priority_map:
urgent: Highest
high: High
normal: Medium
sync_fields:
- description
- attachments
link_back: true
Analytics & Reporting
Key Metrics
SUPPORT METRICS DASHBOARD
═══════════════════════════════════════
Volume:
Today's Tickets: 156 (+12% vs avg)
Open Tickets: 234
Backlog: 45
Performance:
Avg First Reply: 42 min (target: 60 min) ✓
Avg Resolution: 4.2 hrs (target: 8 hrs) ✓
One-Touch Resolution: 34%
Satisfaction:
CSAT Score: 4.6/5.0 ⭐
NPS: +45
Response Quality: 92%
Agent Performance:
┌────────────┬────────┬──────────┬──────┐
│ Agent │ Solved │ Avg Time │ CSAT │
├────────────┼────────┼──────────┼──────┤
│ Sarah │ 28 │ 3.1 hrs │ 4.8 │
│ Mike │ 25 │ 3.5 hrs │ 4.7 │
│ Lisa │ 22 │ 4.0 hrs │ 4.6 │
└────────────┴────────┴──────────┴──────┘
Best Practices
Quick First Response: Acknowledge tickets quickly, even if resolution takes longer
Use Macros Wisely: Personalize templated responses
Tag Consistently: Enable better routing and reporting
Monitor SLAs: Set up alerts before breaches
Capture Feedback: Send CSAT surveys after resolution
Regular Training: Update agents on common issuesdon't have the plugin yet? install it then click "run inline in claude" again.