Ticket Triage Tool
Reads Zendesk tickets, classifies them, sets priority, routes to the right team, and pins a TL;DR to the top.
Overview
Hooks into Zendesk's event stream. For every new ticket it classifies intent, sets urgency, tags the product area, assigns to the right team queue, and writes a one-sentence summary in the internal note. Escalations above a confidence threshold go to a human approval step before routing.
What's included
Quickstart
- 01
Connect Zendesk
Install the app from the Zendesk marketplace and authorize the API token.
- 02
Define your team routing map
Map ticket categories to team queues in the JSON config.
- 03
Set escalation thresholds
Choose which priority levels require human approval before routing.
- 04
Go live
Enable the webhook listener. Ticket flow starts immediately — no migration needed.
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