Analyze Support Tickets → Prioritize Responses → Generate Solutions

Configure Zendesk trigger for new ticket creation. Capture ticket content, customer tier, product/service affected, reported issue category, and customer history. Set up webhook to send this data to external processing system when new tickets arrive.

Send ticket data to GPT-4 with prompt: 'Analyze this support ticket for: Urgency (1-5), Complexity (1-5), Customer Impact (1-5), Required Expertise Level. Classify issue type and suggest priority queue. Provide reasoning for each score.' Request structured JSON output for automated processing.

Follow up with second API call: 'Based on this ticket analysis, provide: 3 potential solutions ranked by likelihood of success, estimated resolution time for each, required resources/tools, escalation triggers. Format as actionable steps for support agents.' Include relevant knowledge base links.

Process AI analysis results through Zapier. Update Zendesk ticket priority based on AI urgency score, assign to appropriate skill-based queue, add AI-generated tags for issue type and complexity. Set SLA based on priority and complexity combination.

Create internal note in ticket with AI-generated solution recommendations, complexity analysis, and suggested approach. Format for easy agent consumption with clear action items, estimated times, and escalation criteria. Notify assigned agent of new prioritized ticket.