Prioritize customer support tickets

First, we need to create a Zap that triggers when a new ticket is created in Zendesk.

Log into your Zapier account and click "Create Zap" in the top left corner of the dashboard.

In the Trigger step, search for "Zendesk" in the app selection field and click on it when it appears.

From the list of trigger events, select "New Ticket" and click "Continue".

You'll be prompted to connect your Zendesk account if you haven't already. Click "Sign in to Zendesk" and follow the authentication process.

Once connected, you'll need to select the Zendesk organization you want to use for this Zap. Choose the appropriate organization from the dropdown menu.

To ensure everything is set up correctly, click the "Test trigger" button. Zapier will fetch a recent ticket from your Zendesk account. If successful, you'll see the ticket details displayed. Click "Continue" to move to the next step.

Step 2: Set up the Anthropic API integration

Now, let's set up the integration with Anthropic's API to generate our FAQ content.

First, you'll need to get your API key from Anthropic. Go to console.anthropic.com and sign up for an account if you don't have one.

Once logged in, navigate to the "API Keys" section in your account settings. Click "Create Key", give it a name like "Zapier ticker prioritization", and copy the generated key. Keep this key secure and don't share it publicly.

Back in Zapier, in the second step, choose "Send message" as the event. You'll be prompted to connect your Anthropic account - click "Sign in" and paste your API key when asked.

In the "User message" field in the next step, we'll craft our prompt to Claude. Here's a template you can use:

Analyze this support ticket and determine its priority. Only respond with one of these priority levels: urgent, high, normal, or low. Do not include any other text in your response.

Ticket Subject: {{Subject}}
Ticket Description: {{Description}}
Customer Tier: {{Customer_Tier}}
Customer Name: {{Requester Name}}
Organization: {{Organization Name}}

Consider the following factors when determining priority:

1. Severity of the issue (e.g., system down vs. minor inconvenience)
2. Impact on customer's business operations
3. Customer tier (e.g., enterprise customers may get higher priority)
4. Time sensitivity of the issue
5. Potential for the issue to escalate if not addressed quickly
6. Legal or compliance implications
7. Number of users affected
8. Contractual SLAs (if applicable)

[Include any additional factors specific to your business that you want the Anthropic API to consider when determining the priority level.]

Based on these factors, what is the priority level?

Replace the placeholders (e.g., {{Subject}}, {{Description}}) with the corresponding fields from the Zendesk trigger step. You can find these by clicking on the field and selecting the appropriate option from the dropdown menu.

In the "Advanced" section, set "Max tokens" to 10 and "Temperature" to 0.5. This ensures a concise and consistent response. Then, set "Top P" to 0.3 to further increase response consistency.

Click "Continue" and then "Test action". You should receive a single-word response (URGENT, HIGH, NORMAL, or LOW) from Claude.

Step 3: Update the ticket priority in Zendesk

Now we'll update the ticket in Zendesk with the priority determined by Claude.

Add another step to your Zap by clicking the plus icon. Search for and select "Zendesk" as the app again. Choose "Update Ticket" as the action event and click "Continue".

In the action setup, you'll see several fields. In the "Ticket" field, select the Ticket ID from the initial Zendesk trigger step. Leave all other fields blank except for "Priority".

In the "Priority" field, click on the "Custom" option in the dropdown menu. In the custom value field that appears, click on it and select the "Response content text" output from the Anthropic step. This will be the priority level determined by Claude.

Click "Continue" and then "Test action". This will attempt to update a ticket in your Zendesk account. If successful, you'll see the confirmation message. Click "Continue" to move to the final step.

Step 4: Add a filter for urgent tickets

Before setting up the Slack notification, we need to add a filter to ensure only urgent tickets trigger the notification.

Click the plus icon to add a new step, then search for and select "Filter by Zapier".

In the "Set up action" section, you'll need to define your filter condition:

1. In the first dropdown, select the "Response content text" field from the Anthropic step.
2. In the condition dropdown, choose "Exactly matches".
3. In the text field, type "urgent" (without quotes).

This filter ensures that only tickets classified as urgent by Claude will proceed to the next step.

Step 5: Send Slack notifications for urgent tickets

Lastly, we'll set up a Slack notification for tickets that Claude has classified as urgent.

Add another step to your Zap. Search for and select "Slack" as the app. Choose "Send Channel Message" as the action event and click "Continue".

If you haven't connected your Slack account yet, click "Sign in to Slack" and follow the authentication process.

In the action setup, select the Slack channel where you want to send notifications. In the "Message Text" field, use the following template:

URGENT TICKET ALERT

Subject: {{Subject}}
Description: {{Description}}
Customer: {{Requester Name}}
Ticket URL: {{Public URL}}

Replace the placeholders with the corresponding fields from the Zendesk trigger step.

Click "Continue" and then "Test action". If everything is set up correctly, you should see a message in your chosen Slack channel.

To test the entire workflow, create a test ticket in Zendesk with varying levels of urgency. You should see the ticket priority updated in Zendesk, and for urgent tickets, you'll receive a notification in your Slack channel.

Review all steps of your Zap to ensure everything is set up correctly. If all looks good, publish your Zap using the Publish button at the top right of the editor.

Congratulations! You've now set up an automated system to prioritize your customer support tickets using AI and notify your team of urgent issues. This will help your support team focus on the most critical issues first, improving response times and customer satisfaction.

This tutorial was created by Tanmay.