Support teams often struggle with the challenge of quickly identifying and addressing high-priority tickets amidst a constant influx of new issues. The ability to rapidly triage and escalate urgent matters can mean the difference between a satisfied customer and a potential churn risk. This is where AI-powered ticket prioritization becomes a game-changer for support operations.
In this tutorial, we'll use Zendesk as our ticketing system to demonstrate the process. However, the principles and techniques we'll cover can be easily adapted to other popular ticketing systems or even custom solutions like tickets generated from Google Forms. The key is to have a system that can trigger an action when a new ticket is created and allows you to update the ticket's priority afterwards.
In this tutorial, you will learn how to:
- Set up a Zap to trigger when new tickets are created in Zendesk
- Use Anthropic's Claude AI to analyze and categorize ticket priority
- Automatically update ticket priority in Zendesk based on AI analysis
- Send Slack notifications for urgent tickets
You'll need:
- A Zapier account (paid plan)
- An Anthropic account with API access
- A Slack workspace
Let's dive in.