AI Agent for Urgent Support Triage
Tackle Your Most Urgent Support Tickets Instantly
Your support system can now alert your team to critical issues in real-time. Assista’s AI agents work with Zendesk and Slack to automatically identify urgent tickets and notify the right people, helping you deliver faster support when it matters most.
For growing startups and agencies, not all support tickets are created equal. A critical issue from a major client can easily get lost in a busy queue, but manually monitoring your Zendesk for high-priority tickets is an inefficient process that can lead to slow response times and unhappy customers.
Automate Your Support Triage Without Writing Code
With Assista, you can build powerful support automations in minutes using simple, natural language. You don’t need any technical expertise. Just tell your AI agent what to look for, and it will connect Zendesk and Slack to create powerful, automated workflows.
Why Should You Automate Urgent Support Triage with Assista?
- Identify and Escalate Critical Issues: Your AI agent can monitor your Zendesk for new tickets that contain keywords like "urgent," "down," or "critical." It can then instantly escalate the issue by notifying the on-call team in a dedicated Slack channel.
- Keep Your Team Informed, Instantly: Eliminate the need for your team to constantly check the support queue. When a new high-priority ticket is created in Zendesk, your agent can post a summary of the issue directly in Slack, ensuring your team can respond immediately.
- Connect Your Entire Support Workflow: Assista acts as the bridge between your support tickets and your team's conversations. You can create workflows where an urgent Zendesk ticket not only notifies a Slack channel but also creates a high-priority task in Asana or Trello for the engineering team.
Ready to build a faster, more responsive support system? Getting started is simpler than you think. We have prepared several ready-to-use automations designed specifically for triaging your Zendesk tickets and notifying your team in Slack.
Templates with this integration
Search Zendesk for new tickets created in the last hour with a priority of '[Urgent]'. For each ticket, post a message to the '[#support-alerts]' Slack channel with the ticket ID, subject, and customer name.
Scan the subjects of new tickets created in the last hour in Zendesk. If a subject contains the words '[outage]', '[down]', or '[critical]', post an immediate alert with the ticket details to the '[#engineering-alerts]' Slack channel.
Find all tickets created in Zendesk with a priority of '[Urgent]' in the last 24 hours. Post a single summary message to the '[#daily-summary]' Slack channel listing the ticket IDs and their subjects.
Look for open tickets in Zendesk with an '[Urgent]' priority that have not been updated in the last '[2]' hours. Post a reminder message with the ticket ID and current assignee to the '[#support-escalations]' Slack channel.
Find all tickets in Zendesk with an '[Urgent]' priority that are still unassigned after '[15]' minutes. Post the ticket ID and subject to the '[#support-managers]' Slack channel for immediate assignment.
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