Open the queue at 9am to a sorted, tagged, routed list
Tell Carly to triage your Zendesk queue and she'll group by urgency, tag billing-related issues, route P0s to the on-call, and post a one-liner to #support — all before the team opens their laptop.
What Carly does
- 01 List all new + unassigned tickets in the window
- 02 Classify each ticket by urgency (P0–P3) and product area
- 03 Tag billing-related tickets for finance follow-up
- 04 Route P0s to the on-call agent with priority escalation
- 05 Post a summary to #support — counts, top P0, queue depth
Queue triaged before 9am
P0s land on the right desk in 60 seconds, not 30 minutes. The team opens to a sorted queue — and the first hour goes to resolution, not triage.
Email this to Carly to kick it off.
Hey Carly, Can you triage our Zendesk queue every morning at 8am ET? Pull all new + unassigned tickets from the last 12 hours. Classify each by urgency (P0–P3) and product area. Tag anything billing-related for finance follow-up. Route P0s straight to whoever is on-call (check the Slack on-call rotation), and post a summary to #support — total count, top P0 with link, queue depth, and the breakdown by product area. Thanks!
More recipes for customer support teams
Read the ticket, pull the account tier and history from HubSpot, and draft a tone-matched reply ready for review.
Read →Spot a real bug, file a Linear issue with the repro, link it back in Zendesk, and ping the right engineering channel.
Read →Combine Zendesk volume, CSAT, and Salesforce renewal dates to flag at-risk accounts — posted to #customer-success every Monday.
Read →Ready to automate your busywork?
Carly schedules, researches, and briefs you—so you can focus on what matters.
See what people say
"Before Carly, I relied on a Calendly link, but the whole process felt impersonal and not very professional. Carly changed that by handling all the back-and-forth, so I'm no longer stuck in endless email threads trying to line up schedules.
Now Carly reaches out to candidates, shares my real-time availability, lets them pick a slot, then sends a Zoom link and drops it straight into my calendar. She sends reminders to both of us before each call, which has significantly reduced no-shows and last-minute confusion.
On top of scheduling, Carly acts like a full executive assistant, sending me my schedule the night before so I can prepare for each call. It reminds me of the old x.ai assistant, but Carly is noticeably smarter, faster, and better suited to my healthcare recruitment business."