Sort new Zendesk tickets and flag urgent ones
Reads each new Zendesk ticket, tags it urgent, billing or general, and alerts your team in Slack when it is urgent.
What it does
Each integration step this workflow runs, in order, what it is for, and the conditions and loops that decide when it runs.
- 1ZendeskNew ticket triggerStarts for each new ticket.
- 2ZendeskAdd ticket tagsAdds the category as a tag and keeps the tags already there.
If
triage.output.categoryis “urgent”- 3ZendeskUpdate ticketRaises an urgent ticket's priority to urgent.
- 4SlackSend messagePosts urgent tickets with a link.
- 3
How it works
What happens on each run, in plain English.
Urgent tickets sit in the queue next to everything else until someone notices. For each new Zendesk ticket this reads what the customer wrote and sorts it as urgent, billing or general, then adds that as a tag so your views can use it.
Urgent tickets also have their priority raised to urgent and are posted in Slack with a link, so the right person sees them straight away.
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