Customer support

Triage Zendesk tickets and ping the right team

Carly reads every new Zendesk ticket, classifies it (bug, billing, feature request, urgent), and routes it to the right Slack channel with the priority called out — so the right people see it within seconds.

The prompt
When a new Zendesk ticket comes in, classify it as bug, billing, feature request, or urgent. If urgent, ping #support-urgent in Slack with @on-call. Otherwise, post to the channel for that category.

What Carly will set up

  1. 1
    Zendesk Zendesk New ticket created
  2. 2
    Classify ticket: bug, billing, feature request, or urgent
  3. 3
    Pick the right Slack channel based on category
  4. 4
    Slack Slack Post to channel; ping @on-call if urgent

Apps used

Zendesk Zendesk
Slack Slack

Frequently asked

How does Carly decide if a ticket is urgent?
She reads the subject and body for urgency signals: words like 'down', 'broken for everyone', 'losing money', plus customer tier and SLA tags. You can tighten or loosen the criteria in the prompt.
Can Carly auto-reply to common questions?
Yes. Add 'if the ticket is a known FAQ, send a draft reply for me to approve before sending' and Carly will draft a response from your help center content.
Does this work with Intercom, Freshdesk, or Front?
Yes. Swap Zendesk for any helpdesk you use — Intercom, Freshdesk, Front, Gorgias, Zoho Desk. The triage logic is identical.
Can Carly create a Linear ticket if it's a confirmed bug?
Yes — extend the prompt: 'if the ticket is classified as bug, also create a Linear ticket in the Engineering team and link it back in the Zendesk ticket'.

Ready to build this with Carly?

Copy the prompt above, send it to Carly, and she'll set up the workflow for you.

Build this with Carly →