Support emails → triaged Zendesk tickets
Inbound support questions get classified, prioritized, and opened in Zendesk with a suggested first reply attached.
The workflow at a glance
How this workflow works, step by step
- 1 Trigger New email
The workflow starts when Gmail or Outlook signals "new email". Carly is listening continuously, so the run begins within seconds of the event.
- 2 Filter Looks like support
Carly drops anything that doesn't match: looks like support. The flow only continues for relevant items.
- 3 LLM Classify + priority
An LLM step does the thinking: classify + priority. Carly picks the right model for the job and you can swap models per step if you need to.
- 4 LLM Draft first reply
An LLM step does the thinking: draft first reply. Carly picks the right model for the job and you can swap models per step if you need to.
- 5 Action Create ticket
Finally Carly takes action in Zendesk: create ticket. This is the thing that actually moves the world.
When to use this template
- You want this work to happen consistently without anyone remembering to do it.
- You're already using Gmail and Outlook, and the manual version of this is eating real minutes a week.
- You want a visible canvas you can audit and edit — not a black-box agent doing things you can't see.
When not to use it
- This task only happens once or twice a month — the setup cost won't pay back.
- The decision in the middle of the flow needs human judgment every single time, not just on edge cases.
- Your stack doesn't include any of the apps above and you don't want to wire a generic HTTP step.
Build it in 10 minutes — copy this prompt
Paste this in an email to and Carly will build the workflow for you.
Hey Carly — please build me this workflow. Name: Support emails → triaged Zendesk tickets What it should do: Inbound support questions get classified, prioritized, and opened in Zendesk with a suggested first reply attached. Steps: 1. Trigger: New email 2. Filter: Looks like support 3. LLM: Classify + priority 4. LLM: Draft first reply 5. Action: Create ticket Tools to wire up: Gmail, Outlook, Zendesk Set it live once you've got it working. Thanks!
Apps you'll connect
Carly authenticates these for you over OAuth when she sets up the workflow.
Questions teams ask before building this
How long does this workflow take to set up?
Most teams have "Support emails → triaged Zendesk tickets" running in under 10 minutes. Copy the prompt on this page into an email to carly@usecarly.com and Carly wires the workflow together for you, including authenticating Gmail.
Can I edit this template after Carly builds it?
Yes. Every workflow lives on the Carly canvas where you can rename steps, change conditions, swap LLM models, add filters, and re-route branches. Templates are starting points, not locked recipes.
What if I use a different tool than the ones in this template?
Carly connects to 200+ tools, plus a generic HTTP node for any API that doesn't have a native integration. Tell Carly your stack when you send the prompt and she'll pick the right connectors.
Does this run automatically once it's built?
Yes. The trigger at the start of the workflow fires automatically — on a schedule, on an inbound email, on a webhook, on a calendar event, whatever this template specifies. Carly handles the listening; you only step in when a step is gated on you.
More Email triage templates
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