Zendesk Ticket Auto-Responder

This agent filters new Zendesk tickets, provides automated answers when appropriate, and escalates complex or unresolved cases.

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Ms. Deborah QuitzonToday at 10:10am

Hey, my app crashes every time I try to open it on Android. Can you help?

Zendesk Ticket Auto-ResponderToday at 10:11am

Hello, thanks for reaching out! I’m your support assistant. I’ll look up our help center for a solution and get back to you shortly.

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Analyze and respond

Why you should use the Zendesk Ticket Auto-Responder template:

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.

How the template works:

When a new Zendesk ticket arrives, the assistant:

Checks if the ticket is a Google Play or App Store review. If so, it stops the workflow.
Verifies whether this is the first interaction with the virtual agent. If not, it stops.
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.
Detects potential spam or phishing and, if found, adds an internal note and spam tag without sending a public response.