Zendesk Ticket Auto-Responder

Save time and improve response consistency by automating the first-pass handling of incoming Zendesk tickets. This template triages reviews, answers common questions from your help center, and escalates tickets that need human attention.

When a new Zendesk ticket arrives, the assistant:

1. Checks if the ticket is a Google Play or App Store review. If so, it stops the workflow.

2. Verifies whether this is the first interaction with the virtual agent. If not, it stops.

3. Extracts the ticket content and searches your help center for a relevant answer. • If an answer is found, it posts a public comment with the solution and asks if the issue is resolved. • If no answer is found, it adds an internal note indicating no match.

4. Detects potential spam or phishing and, if found, adds an internal note and spam tag without sending a public response.