--- name: Zendesk Automation description: Automate customer support workflows with Zendesk ticket management, routing, and analytics version: 1.0.0 author: Claude Office Skills category: support tags: - zendesk - helpdesk - tickets - customer-support - automation department: support models: - claude-3-opus - claude-3-sonnet - gpt-4 mcp: server: helpdesk-mcp tools: - zendesk_create_ticket - zendesk_update_ticket - zendesk_search - zendesk_macros capabilities: - Ticket creation and routing - Auto-response generation - SLA monitoring - Agent assignment input: - Support requests - Ticket data - Customer information - Priority criteria output: - Ticket responses - Routing decisions - Performance reports - SLA dashboards languages: - en - zh related_skills: - slack-workflows - customer-success - intercom-automation --- # 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 ```yaml 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 ```yaml 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 ```yaml 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 ```yaml 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 ```yaml 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 ```yaml 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 ```yaml 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 ```yaml 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 ```yaml 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 1. **Quick First Response**: Acknowledge tickets quickly, even if resolution takes longer 2. **Use Macros Wisely**: Personalize templated responses 3. **Tag Consistently**: Enable better routing and reporting 4. **Monitor SLAs**: Set up alerts before breaches 5. **Capture Feedback**: Send CSAT surveys after resolution 6. **Regular Training**: Update agents on common issues