1.Detect new ticket created
Integrate Request Tracker (RT) and ticket queues to capture subject, reference link, priority number, and owner info to alert your team.
Notify team on new support tickets in channel
Automatically monitor new ticket created in configured queue across Request Tracker (RT), Formatter by Zapier, and Slack. Post a channel alert when new ticket created, priority tier changes, or assignment updatesβso you can triage faster, spot priorities, and route issues without manual reporting.
How this automation accelerates ticket triage your team can act on
When new tickets land in your configured queue, manual triage delays responses to high-priority issues. This automation formats priority labels and posts channel alertsβso your team can prioritize and assign work quickly.
Request Tracker (RT)or swap with your favorite app
2.Convert priority number
Integrate Formatter by Zapier and lookup tables to translate numeric priority into a short priority label for display to highlight urgency.
Formatter by Zapieror swap with your favorite app
3.Send channel ticket alert
Integrate Slack and message mapping to send a channel alert with subject, link, priority label, and assigned owner to notify engineers.
Slackor swap with your favorite app
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Add declined KYC tags and notify support triage team
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Add escalation details to support ticket for triage
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Add fallback tag to unassigned support tickets quickly
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Add help-desk comments to ticket notes and route
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Add internal ticket comments from incoming webhook events
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Add key customer contacts and CSM context to issue comments
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Explore all ticket routing automations
Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
Set up in minutes
Zapier connects your tools, triggers actions from real-time data, and streamlines workflows so your team can focus on what matters most.
Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
Automate and measure
Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
See how teams are automating with Zapier (and loving it!)
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David Laderberg, VP of Sales
Without having automation, we would have to at least be double our size. Doubling is a bit of a euphemism β I think we would have died or fallen back into oblivion.
Marcelo Lebre, Co-Founder
Zapier helps us close far above 50% more deals than we would without it. It is a key element of our overall strategy and, therefore, of our sales pitch.
Raphael Bochner, Founder and CIO
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Rishi Shah, CEO and Co-Founder
We don't just want to patch holes; we want to build scalable, future-proof systems. Zapier is helping us do that.
Allen Lai, Head of Customer Experience
We've been able to scale our operations while staying lean. Zapier lets us do more without needing more people.
Jacob Sirrs, Marketing Operations Specialist
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