Draft a tier-aware reply that knows what we said last time

Forward Carly the ticket and she'll draft the reply — aware of the customer's tier, MRR, last five tickets, and what engineering told them last week. Sits in Drafts ready for your review, never auto-sent.

Zendesk HubSpot

What Carly does

1. 01 Fetch the current ticket's conversation
2. 02 Pull the account from HubSpot — tier, MRR, CSM, tags
3. 03 Pull the last 5 tickets for the same account
4. 04 Draft a reply that matches tier, references prior context
5. 05 Leave in Drafts for your review — never auto-send

Every reply lands in tone

Gold-tier customers get gold-tier replies. Repeat offenders get acknowledgment. Every draft references what engineering said — so you never contradict yourself.

Email this to Carly to kick it off.

Hey Carly,

Zendesk ticket: [paste ticket URL or ID]

Can you draft the reply for me? Pull the conversation so far, then look up this account in HubSpot — tier, MRR, CSM, tags. Also grab the last 5 tickets for the same account so you don't contradict anything we already told them.

Match the tone to their tier (Gold gets the white-glove version). Reference what we said last time if it's relevant. Leave it in Drafts — don't auto-send.

Thanks!

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