Zendesk Automation

shipping_inquiry:

trigger:

keywords: ["shipping", "tracking", "delivery", "order status"]

response: |

Hi {{ticket.requester.name}},

Thanks for reaching out about your order!

I've looked up your recent order and here's the status:

{{#if order.tracking_number}}

• Order #: {{order.id}}
• Status: {{order.status}}
• Tracking: {{order.tracking_number}}
• Estimated Delivery: {{order.estimated_delivery}}

{{else}}

Your order is being processed and tracking information

will be available within 24 hours.

{{/if}}

Is there anything else I can help with?

## Ticket Management

### Macro Library

macros:

• name: request_more_info

actions:

• add_comment: |

Thank you for contacting us. To better assist you,

could you please provide:

1. Your account email

2. Steps to reproduce the issue

3. Any error messages you're seeing

4. Screenshots if possible

• set_status: pending
• add_tags: ["awaiting_info"]

• name: escalate_to_engineering

actions:

• add_internal_note: "Escalated to engineering team"
• set_group: engineering
• set_priority: high
• add_tags: ["escalated", "engineering"]
• notify: engineering_slack

• name: close_resolved

actions:

• add_comment: |

I'm glad we could resolve this for you!

If you have any other questions, feel free to

reach out anytime. We're here to help.

Have a great day!

• set_status: solved
• add_tags: ["resolved"]

### Bulk Operations

bulk_actions:

• name: close_stale_tickets

schedule: "0 0 * * *" # Daily

conditions:

• status: pending
• last_update_days: 7

actions:

• add_comment: "Closing due to no response. Please reopen if needed."
• set_status: solved
• add_tags: ["auto_closed"]

• name: escalate_breaching_sla

schedule: "*/15 * * * *" # Every 15 min

conditions:

• sla_breach_in_minutes: 30

actions:

• set_priority: urgent
• notify: team_lead
• add_tags: ["sla_at_risk"]

## SLA Management

### SLA Policies

sla_policies:

• name: enterprise_sla

conditions:

organization_tag: enterprise

targets:

first_reply:

urgent: 15 # minutes

high: 60

normal: 240

resolution:

urgent: 240

high: 480

normal: 1440

• name: standard_sla

conditions:

default: true

targets:

first_reply:

urgent: 60

high: 240

normal: 480

resolution:

urgent: 480

high: 1440

normal: 2880

### SLA Dashboard

SLA PERFORMANCE - THIS WEEK

═══════════════════════════════════════

First Reply SLA:

Enterprise ████████████████████ 98% ✓

Business ██████████████████░░ 94% ✓

Standard █████████████████░░░ 89% ⚠

Resolution SLA:

Enterprise ████████████████████ 96% ✓

Business █████████████████░░░ 91% ✓

Standard ████████████████░░░░ 85% ⚠

TICKETS AT RISK:

┌──────────┬──────────┬───────────┐

│ Ticket │ Customer │ Time Left │

├──────────┼──────────┼───────────┤

│ #45231 │ Acme Corp│ 12 min │

│ #45198 │ TechStart│ 28 min │

│ #45156 │ DataFlow │ 45 min │

└──────────┴──────────┴───────────┘

## AI-Powered Features

### Sentiment Analysis

sentiment_analysis:

enabled: true

actions:

negative:

• add_tags: ["negative_sentiment"]
• set_priority: +1 # Increase priority
• notify: team_lead

frustrated:

• add_tags: ["frustrated_customer"]
• route_to: senior_agents
• add_internal_note: "Customer appears frustrated"

### Intent Detection

intent_detection:

categories:

• name: billing_inquiry

keywords: ["charge", "invoice", "refund", "bill"]

confidence_threshold: 0.8

• name: technical_issue

keywords: ["error", "bug", "broken", "crash"]

confidence_threshold: 0.75

• name: feature_request

keywords: ["wish", "would be nice", "suggest", "feature"]

confidence_threshold: 0.7

• name: cancellation

keywords: ["cancel", "stop", "end subscription"]

confidence_threshold: 0.85

actions:

• route_to: retention_team
• set_priority: high

## Integration Workflows

### Slack Integration

slack_integration:

notifications:

• trigger: new_urgent_ticket

channel: "#support-urgent"

message: "🚨 New urgent ticket: {{ticket.subject}}"

• trigger: sla_warning

channel: "#support-alerts"

message: "⚠️ Ticket #{{ticket.id}} approaching SLA breach"

• trigger: negative_csat

channel: "#support-feedback"

message: "📉 Low CSAT received for ticket #{{ticket.id}}"

### JIRA Integration

jira_integration:

sync_rules:

• zendesk_tag: bug_confirmed

create_jira:

project: DEV

issue_type: Bug

priority_map:

urgent: Highest

high: High

normal: Medium

sync_fields:

• description
• attachments