Triage support tickets into action items
Pull Zendesk tickets, categorize by theme and severity, log to Google Sheets, and file top issues in Jira
Overview
Every PM has a ritual of scrolling through support tickets trying to spot patterns. Maybe you export to a spreadsheet, maybe you skim and hope your gut is right. This template pulls tickets from Zendesk, has AI cluster them by theme and severity, and lets you validate the groupings before logging everything to Google Sheets and filing the top issues in Jira.
How it works
Point the AI at your Zendesk tickets — filter by date, status, or tags. The AI reads through them, groups by theme, and flags severity. You review the clusters, merge or split themes, reprioritize what matters, and then push: a tracking spreadsheet in Google Sheets and Jira tickets for anything that needs engineering attention.
Who this is for
Product managers who own the feedback loop between support and engineering. Especially useful for weekly or biweekly triage sessions where you need to turn a pile of tickets into a prioritized action list.
Suggested prompt
Help me triage recent customer feedback. Here is what I need:
- Zendesk view or filter: [e.g., unresolved tickets from the last 7 days]
- Product area to focus on: [optional, e.g., billing, onboarding]
- Google Sheets URL: [where to log the categorized feedback]
- Jira project key: [where to file top issues]
Pull the tickets, categorize them by theme and severity, show me the groupings for review, then log to Sheets and create Jira tickets for the top priorities.
Frequently asked questions
What sources does this template pull customer feedback from?
This template connects to Zendesk to pull recent support tickets. The AI then categorizes them by theme and severity so you can spot patterns without reading every ticket individually.
How does the AI categorize feedback?
The AI reads ticket descriptions and groups them by common themes like feature requests, bugs, usability issues, and billing questions. It also flags severity based on language and frequency. You review and adjust the groupings before anything gets logged.
What happens after I review the categorized feedback?
Once you validate the themes and priorities, the template logs the categorized feedback to a Google Sheets tracker and creates Jira tickets for the top issues that need engineering attention.
Can I customize which tickets get pulled from Zendesk?
Yes. You can specify filters like date range, ticket status, tags, or specific views when prompting the AI. This lets you focus on recent unresolved tickets or specific product areas.