Classify and route support tickets in Zendesk
Read unassigned Zendesk tickets, classify by type, and route to the right team automatically
Overview
Manual ticket triage eats into your teams time before they even start helping customers. This template classifies incoming tickets by type and routes them to the right queue, so your team can skip the sorting and get straight to resolving.
How it works
- Finds open Zendesk tickets with no assigned group
- Reads the subject and description of each ticket
- Classifies each as Billing, Bug Report, Feature Request, or General Inquiry
- Updates the tickets group field to route it to the appropriate team
- Adds an internal note explaining the classification rationale
Who this is for
Support ops managers who want tickets routed to the right team without manual triage.
Suggested prompt
Look at all the open tickets in my Zendesk account with no assigned group. For each ticket, read the subject and description and classify it into one of these categories: Billing, Bug Report, Feature Request, or General Inquiry. Then update the tickets group field to match the appropriate team: Billing goes to [1. Billing team name], Bug Report goes to [2. Engineering team name], Feature Request goes to [3. Product team name], and General Inquiry goes to [4. Support team name]. Add an internal note to each ticket that explains the classification rationale in one sentence.
Frequently asked questions
Can I customize the classification categories?
Yes, modify the prompt to match your teams ticket types and routing rules.
Can I also set ticket priority?
Yes, add priority rules to the prompt based on classification or keywords in the ticket.
What if I use Freshdesk instead of Zendesk?
Swap Zendesk for Freshdesk in the prompt and connect Freshdesk to your MCP server.
Can I skip the internal note?
Yes, remove that instruction from the prompt if you dont need classification rationale logged.