Skill de IAZendesk AutomationOperations
Turn support tickets into priority, owner, and next action. — Claude Skill
Um Skill Claude para Claude Code por Claude Office — executar /zendesk-automation no Claude·Atualizado em 12 de jun. de 2026·vclaude-office-skills/skills@zendesk-automation
Sorts customer support messages by urgency, customer impact, duplicate risk, owner, and next action so teams know what to handle first.
- Groups messy customer messages into clear priority levels without losing customer context.
- Separates urgent incidents, repeated issues, feature requests, billing questions, and how-to questions.
- Assigns suggested owners and next actions so Support, Product, and Engineering know what to do.
- Flags duplicates, VIP/customer-impact risk, and issues that need escalation before the SLA is missed.
VocêHoje
A support lead scans tickets one by one, guesses priority, and asks Product or Engineering in Slack when something looks serious.
Com /zendesk-automation
Run /support-triage with the ticket export and priority rules. The skill returns grouped issues, suggested owners, and next actions for review.
1 Paste tickets or export2 Apply priority rules3 Group duplicates and themes4 Review owner and action
Para quem é
Account Manager / CSM
See which customer issues need escalation, owner follow-up, or account outreach.
Ver skills para este cargoProduct Manager
Turn repeated support themes into product evidence without reading every ticket.
Ver skills para este cargoProject Manager
Coordinate owners and next actions when support work crosses teams.
Ver skills para este cargoO que faz
Daily support queue review
Sort a queue of new tickets into urgent, normal, duplicate, and follow-up buckets.
Incident escalation
Spot when multiple tickets point to one customer-facing incident that needs Product or Engineering.
Backlog cleanup
Group old support tickets by theme, owner, and recommended next step.
Como funciona
1
Paste ticket summaries, Slack escalations, customer notes, or a Zendesk/Freshdesk export.
2
Share the priority rules that matter: SLA, customer tier, revenue impact, affected feature, or incident policy.
3
The skill groups related tickets, identifies urgency, suggests owners, and drafts next actions.
4
A human reviews the priority and owner before updating the support system or escalating the issue.
Opções de entrada
Ticket export
Ticket title, customer, plan, created date, current status, tags, and message body.
Exemplo
What the user pastes
Support queue, Monday 09:00: - 18 tickets mention checkout timeout on Safari. - 6 enterprise admins cannot export invoices. - 14 users ask how to reset two-factor authentication. - 3 duplicate requests ask for bulk user upload. Priority rules: - Enterprise billing/export issues: respond within 2 hours. - Checkout failures: escalate if more than 5 customers report it. - How-to requests can wait until afternoon. Need: priority, owner, customer-facing response, and escalation list.
Useful result
Priority 1
Checkout timeout on Safari: 18 related tickets cross the escalation threshold. Owner: Support lead plus Payments Engineering. Next action: open incident, link all related tickets, post status update.
Priority 2
Enterprise invoice export: 6 tickets fall under the 2-hour response rule. Owner: Billing Support. Next action: send acknowledgement and check whether exports are failing for one account segment.
Normal queue
Two-factor reset questions are how-to requests. Use a saved reply and handle after urgent items.
Product signal
Bulk user upload requests are duplicates, not urgent. Group them as a feature request theme for Product.
Human review
Confirm incident severity, affected customer tier, and whether Support can update public status before notifying customers.
Métricas que melhora
Content Quality
+10-20%
OperationsTicket Cycle Time
-10-25%
OperationsIssue Hygiene
+20-35%
OperationsFunciona com
Freshdesk
manualUse support queue data and ticket details for triage.
Slack
manualInclude escalations and internal context that do not appear in the ticket body.
Jira
manualCreate or link engineering follow-up when a support theme becomes a bug.
Zendesk
manualUse ticket exports, tags, status, SLA, and customer messages as the queue source.
Em qualquer lugar
Autônomo
Sem configuração necessária
Paste the notes, exports, screenshots, or summaries you already have. The skill works without a connected system.
Conectado
CRM + ferramentas integrados
Connect the relevant support, analytics, CRM, or data tool when you want fresher source evidence.
Quer usar Zendesk Automation?
Escolha como começar.
Executar no Claude Code
Grátis. Código aberto.
Instale e execute este skill localmente no seu computador.
1
Instalar o Claude Code
Abra um terminal no seu computador e cole este comando:
2
Instalar o skill
Isso baixa o skill com todos os arquivos para seu computador:
Adicione -g no fim para deixá-lo disponível em todos os seus projetos.
3
Ver código no GitHub Execute
Inicie o Claude Code e digite o comando:
depois
Zendesk Automation
Comprehensive skill for automating Zendesk support workflows and ticket management.
Core Workflows
1. Ticket Triage Pipeline
INCOMING TICKET FLOW:
┌─────────────────┐
│ New Ticket │
└────────┬────────┘
▼
┌─────────────────┐
│ AI Analysis │
│ - Intent │
│ - Sentiment │
│ - Urgency │
└────────┬────────┘
▼
┌─────────────────┐
│ Categorize │
│ - Type │
│ - Product │
│ - Skill needed │
└────────┬────────┘
▼
┌─────────────────┐
│ Route & Assign │
│ - Team │
│ - Agent │
│ - Priority │
└────────┬────────┘
▼
┌─────────────────┐
│ Auto-Response │
│ (if applicable)│
└─────────────────┘
2. Routing Rules
routing_rules:
- name: billing_issues
conditions:
- field: subject
contains: ["billing", "invoice", "charge", "refund", "payment"]
- field: tags
includes: ["billing"]
actions:
- set_group: billing_team
- set_priority: high
- add_tags: ["billing_routed"]
- name: technical_support
conditions:
- field: subject
contains: ["error", "bug", "not working", "crash"]
- field: product
equals: "software"
actions:
- set_group: tech_support
- set_priority: normal
- add_tags: ["technical"]
- name: enterprise_escalation
conditions:
- field: organization
tier: enterprise
- field: priority
equals: urgent
actions:
- set_group: enterprise_team
- set_priority: urgent
- notify: slack_channel
3. Priority Matrix
| Customer Tier | Issue Type | Response SLA | Resolution SLA |
|---|---|---|---|
| Enterprise | Critical | 15 minutes | 4 hours |
| Enterprise | High | 1 hour | 8 hours |
| Business | Critical | 1 hour | 8 hours |
| Business | Normal | 4 hours | 24 hours |
| Standard | All | 8 hours | 48 hours |
Auto-Response Templates
Common Issue Responses
auto_responses:
password_reset:
trigger:
keywords: ["password", "reset", "forgot", "login"]
response: |
Hi {{ticket.requester.name}},
I understand you're having trouble accessing your account.
Here's how to reset your password:
1. Go to {{settings.login_url}}/forgot-password
2. Enter your email address
3. Check your inbox for the reset link
4. Create a new password
If you don't receive the email within 5 minutes,
please check your spam folder.
Let me know if you need any further assistance!
actions:
- add_tags: ["auto_replied", "password_reset"]
- set_status: pending
shipping_inquiry:
trigger:
keywords: ["shipping", "tracking", "delivery", "order status"]
response: |
Hi {{ticket.requester.name}},
Thanks for reaching out about your order!
I've looked up your recent order and here's the status:
{{#if order.tracking_number}}
- Order #: {{order.id}}
- Status: {{order.status}}
- Tracking: {{order.tracking_number}}
- Estimated Delivery: {{order.estimated_delivery}}
{{else}}
Your order is being processed and tracking information
will be available within 24 hours.
{{/if}}
Is there anything else I can help with?
Ticket Management
Macro Library
macros:
- name: request_more_info
actions:
- add_comment: |
Thank you for contacting us. To better assist you,
could you please provide:
1. Your account email
2. Steps to reproduce the issue
3. Any error messages you're seeing
4. Screenshots if possible
- set_status: pending
- add_tags: ["awaiting_info"]
- name: escalate_to_engineering
actions:
- add_internal_note: "Escalated to engineering team"
- set_group: engineering
- set_priority: high
- add_tags: ["escalated", "engineering"]
- notify: engineering_slack
- name: close_resolved
actions:
- add_comment: |
I'm glad we could resolve this for you!
If you have any other questions, feel free to
reach out anytime. We're here to help.
Have a great day!
- set_status: solved
- add_tags: ["resolved"]
Bulk Operations
bulk_actions:
- name: close_stale_tickets
schedule: "0 0 * * *" # Daily
conditions:
- status: pending
- last_update_days: 7
actions:
- add_comment: "Closing due to no response. Please reopen if needed."
- set_status: solved
- add_tags: ["auto_closed"]
- name: escalate_breaching_sla
schedule: "*/15 * * * *" # Every 15 min
conditions:
- sla_breach_in_minutes: 30
actions:
- set_priority: urgent
- notify: team_lead
- add_tags: ["sla_at_risk"]
SLA Management
SLA Policies
sla_policies:
- name: enterprise_sla
conditions:
organization_tag: enterprise
targets:
first_reply:
urgent: 15 # minutes
high: 60
normal: 240
resolution:
urgent: 240
high: 480
normal: 1440
- name: standard_sla
conditions:
default: true
targets:
first_reply:
urgent: 60
high: 240
normal: 480
resolution:
urgent: 480
high: 1440
normal: 2880
SLA Dashboard
SLA PERFORMANCE - THIS WEEK
═══════════════════════════════════════
First Reply SLA:
Enterprise ████████████████████ 98% ✓
Business ██████████████████░░ 94% ✓
Standard █████████████████░░░ 89% ⚠
Resolution SLA:
Enterprise ████████████████████ 96% ✓
Business █████████████████░░░ 91% ✓
Standard ████████████████░░░░ 85% ⚠
TICKETS AT RISK:
┌──────────┬──────────┬───────────┐
│ Ticket │ Customer │ Time Left │
├──────────┼──────────┼───────────┤
│ #45231 │ Acme Corp│ 12 min │
│ #45198 │ TechStart│ 28 min │
│ #45156 │ DataFlow │ 45 min │
└──────────┴──────────┴───────────┘
AI-Powered Features
Sentiment Analysis
sentiment_analysis:
enabled: true
actions:
negative:
- add_tags: ["negative_sentiment"]
- set_priority: +1 # Increase priority
- notify: team_lead
frustrated:
- add_tags: ["frustrated_customer"]
- route_to: senior_agents
- add_internal_note: "Customer appears frustrated"
Intent Detection
intent_detection:
categories:
- name: billing_inquiry
keywords: ["charge", "invoice", "refund", "bill"]
confidence_threshold: 0.8
- name: technical_issue
keywords: ["error", "bug", "broken", "crash"]
confidence_threshold: 0.75
- name: feature_request
keywords: ["wish", "would be nice", "suggest", "feature"]
confidence_threshold: 0.7
- name: cancellation
keywords: ["cancel", "stop", "end subscription"]
confidence_threshold: 0.85
actions:
- route_to: retention_team
- set_priority: high
Integration Workflows
Slack Integration
slack_integration:
notifications:
- trigger: new_urgent_ticket
channel: "#support-urgent"
message: "🚨 New urgent ticket: {{ticket.subject}}"
- trigger: sla_warning
channel: "#support-alerts"
message: "⚠️ Ticket #{{ticket.id}} approaching SLA breach"
- trigger: negative_csat
channel: "#support-feedback"
message: "📉 Low CSAT received for ticket #{{ticket.id}}"
JIRA Integration
jira_integration:
sync_rules:
- zendesk_tag: bug_confirmed
create_jira:
project: DEV
issue_type: Bug
priority_map:
urgent: Highest
high: High
normal: Medium
sync_fields:
- description
- attachments
link_back: true
Analytics & Reporting
Key Metrics
SUPPORT METRICS DASHBOARD
═══════════════════════════════════════
Volume:
Today's Tickets: 156 (+12% vs avg)
Open Tickets: 234
Backlog: 45
Performance:
Avg First Reply: 42 min (target: 60 min) ✓
Avg Resolution: 4.2 hrs (target: 8 hrs) ✓
One-Touch Resolution: 34%
Satisfaction:
CSAT Score: 4.6/5.0 ⭐
NPS: +45
Response Quality: 92%
Agent Performance:
┌────────────┬────────┬──────────┬──────┐
│ Agent │ Solved │ Avg Time │ CSAT │
├────────────┼────────┼──────────┼──────┤
│ Sarah │ 28 │ 3.1 hrs │ 4.8 │
│ Mike │ 25 │ 3.5 hrs │ 4.7 │
│ Lisa │ 22 │ 4.0 hrs │ 4.6 │
└────────────┴────────┴──────────┴──────┘
Best Practices
- Quick First Response: Acknowledge tickets quickly, even if resolution takes longer
- Use Macros Wisely: Personalize templated responses
- Tag Consistently: Enable better routing and reporting
- Monitor SLAs: Set up alerts before breaches
- Capture Feedback: Send CSAT surveys after resolution
- Regular Training: Update agents on common issues
Documentos de referência
name: Zendesk Automation description: Automate customer support workflows with Zendesk ticket management, routing, and analytics version: 1.0.0 author: Claude Office Skills category: support tags:
- zendesk
- helpdesk
- tickets
- customer-support
- automation department: support models:
- claude-3-opus
- claude-3-sonnet
- gpt-4
mcp:
server: helpdesk-mcp
tools:
- zendesk_create_ticket
- zendesk_update_ticket
- zendesk_search
- zendesk_macros capabilities:
- Ticket creation and routing
- Auto-response generation
- SLA monitoring
- Agent assignment input:
- Support requests
- Ticket data
- Customer information
- Priority criteria output:
- Ticket responses
- Routing decisions
- Performance reports
- SLA dashboards languages:
- en
- zh related_skills:
- slack-workflows
- customer-success
- intercom-automation
Zendesk Automation
Comprehensive skill for automating Zendesk support workflows and ticket management.
Core Workflows
1. Ticket Triage Pipeline
INCOMING TICKET FLOW:
┌─────────────────┐
│ New Ticket │
└────────┬────────┘
▼
┌─────────────────┐
│ AI Analysis │
│ - Intent │
│ - Sentiment │
│ - Urgency │
└────────┬────────┘
▼
┌─────────────────┐
│ Categorize │
│ - Type │
│ - Product │
│ - Skill needed │
└────────┬────────┘
▼
┌─────────────────┐
│ Route & Assign │
│ - Team │
│ - Agent │
│ - Priority │
└────────┬────────┘
▼
┌─────────────────┐
│ Auto-Response │
│ (if applicable)│
└─────────────────┘
2. Routing Rules
routing_rules:
- name: billing_issues
conditions:
- field: subject
contains: ["billing", "invoice", "charge", "refund", "payment"]
- field: tags
includes: ["billing"]
actions:
- set_group: billing_team
- set_priority: high
- add_tags: ["billing_routed"]
- name: technical_support
conditions:
- field: subject
contains: ["error", "bug", "not working", "crash"]
- field: product
equals: "software"
actions:
- set_group: tech_support
- set_priority: normal
- add_tags: ["technical"]
- name: enterprise_escalation
conditions:
- field: organization
tier: enterprise
- field: priority
equals: urgent
actions:
- set_group: enterprise_team
- set_priority: urgent
- notify: slack_channel
3. Priority Matrix
| Customer Tier | Issue Type | Response SLA | Resolution SLA |
|---|---|---|---|
| Enterprise | Critical | 15 minutes | 4 hours |
| Enterprise | High | 1 hour | 8 hours |
| Business | Critical | 1 hour | 8 hours |
| Business | Normal | 4 hours | 24 hours |
| Standard | All | 8 hours | 48 hours |
Auto-Response Templates
Common Issue Responses
auto_responses:
password_reset:
trigger:
keywords: ["password", "reset", "forgot", "login"]
response: |
Hi {{ticket.requester.name}},
I understand you're having trouble accessing your account.
Here's how to reset your password:
1. Go to {{settings.login_url}}/forgot-password
2. Enter your email address
3. Check your inbox for the reset link
4. Create a new password
If you don't receive the email within 5 minutes,
please check your spam folder.
Let me know if you need any further assistance!
actions:
- add_tags: ["auto_replied", "password_reset"]
- set_status: pending
shipping_inquiry:
trigger:
keywords: ["shipping", "tracking", "delivery", "order status"]
response: |
Hi {{ticket.requester.name}},
Thanks for reaching out about your order!
I've looked up your recent order and here's the status:
{{#if order.tracking_number}}
- Order #: {{order.id}}
- Status: {{order.status}}
- Tracking: {{order.tracking_number}}
- Estimated Delivery: {{order.estimated_delivery}}
{{else}}
Your order is being processed and tracking information
will be available within 24 hours.
{{/if}}
Is there anything else I can help with?
Ticket Management
Macro Library
macros:
- name: request_more_info
actions:
- add_comment: |
Thank you for contacting us. To better assist you,
could you please provide:
1. Your account email
2. Steps to reproduce the issue
3. Any error messages you're seeing
4. Screenshots if possible
- set_status: pending
- add_tags: ["awaiting_info"]
- name: escalate_to_engineering
actions:
- add_internal_note: "Escalated to engineering team"
- set_group: engineering
- set_priority: high
- add_tags: ["escalated", "engineering"]
- notify: engineering_slack
- name: close_resolved
actions:
- add_comment: |
I'm glad we could resolve this for you!
If you have any other questions, feel free to
reach out anytime. We're here to help.
Have a great day!
- set_status: solved
- add_tags: ["resolved"]
Bulk Operations
bulk_actions:
- name: close_stale_tickets
schedule: "0 0 * * *" # Daily
conditions:
- status: pending
- last_update_days: 7
actions:
- add_comment: "Closing due to no response. Please reopen if needed."
- set_status: solved
- add_tags: ["auto_closed"]
- name: escalate_breaching_sla
schedule: "*/15 * * * *" # Every 15 min
conditions:
- sla_breach_in_minutes: 30
actions:
- set_priority: urgent
- notify: team_lead
- add_tags: ["sla_at_risk"]
SLA Management
SLA Policies
sla_policies:
- name: enterprise_sla
conditions:
organization_tag: enterprise
targets:
first_reply:
urgent: 15 # minutes
high: 60
normal: 240
resolution:
urgent: 240
high: 480
normal: 1440
- name: standard_sla
conditions:
default: true
targets:
first_reply:
urgent: 60
high: 240
normal: 480
resolution:
urgent: 480
high: 1440
normal: 2880
SLA Dashboard
SLA PERFORMANCE - THIS WEEK
═══════════════════════════════════════
First Reply SLA:
Enterprise ████████████████████ 98% ✓
Business ██████████████████░░ 94% ✓
Standard █████████████████░░░ 89% ⚠
Resolution SLA:
Enterprise ████████████████████ 96% ✓
Business █████████████████░░░ 91% ✓
Standard ████████████████░░░░ 85% ⚠
TICKETS AT RISK:
┌──────────┬──────────┬───────────┐
│ Ticket │ Customer │ Time Left │
├──────────┼──────────┼───────────┤
│ #45231 │ Acme Corp│ 12 min │
│ #45198 │ TechStart│ 28 min │
│ #45156 │ DataFlow │ 45 min │
└──────────┴──────────┴───────────┘
AI-Powered Features
Sentiment Analysis
sentiment_analysis:
enabled: true
actions:
negative:
- add_tags: ["negative_sentiment"]
- set_priority: +1 # Increase priority
- notify: team_lead
frustrated:
- add_tags: ["frustrated_customer"]
- route_to: senior_agents
- add_internal_note: "Customer appears frustrated"
Intent Detection
intent_detection:
categories:
- name: billing_inquiry
keywords: ["charge", "invoice", "refund", "bill"]
confidence_threshold: 0.8
- name: technical_issue
keywords: ["error", "bug", "broken", "crash"]
confidence_threshold: 0.75
- name: feature_request
keywords: ["wish", "would be nice", "suggest", "feature"]
confidence_threshold: 0.7
- name: cancellation
keywords: ["cancel", "stop", "end subscription"]
confidence_threshold: 0.85
actions:
- route_to: retention_team
- set_priority: high
Integration Workflows
Slack Integration
slack_integration:
notifications:
- trigger: new_urgent_ticket
channel: "#support-urgent"
message: "🚨 New urgent ticket: {{ticket.subject}}"
- trigger: sla_warning
channel: "#support-alerts"
message: "⚠️ Ticket #{{ticket.id}} approaching SLA breach"
- trigger: negative_csat
channel: "#support-feedback"
message: "📉 Low CSAT received for ticket #{{ticket.id}}"
JIRA Integration
jira_integration:
sync_rules:
- zendesk_tag: bug_confirmed
create_jira:
project: DEV
issue_type: Bug
priority_map:
urgent: Highest
high: High
normal: Medium
sync_fields:
- description
- attachments
link_back: true
Analytics & Reporting
Key Metrics
SUPPORT METRICS DASHBOARD
═══════════════════════════════════════
Volume:
Today's Tickets: 156 (+12% vs avg)
Open Tickets: 234
Backlog: 45
Performance:
Avg First Reply: 42 min (target: 60 min) ✓
Avg Resolution: 4.2 hrs (target: 8 hrs) ✓
One-Touch Resolution: 34%
Satisfaction:
CSAT Score: 4.6/5.0 ⭐
NPS: +45
Response Quality: 92%
Agent Performance:
┌────────────┬────────┬──────────┬──────┐
│ Agent │ Solved │ Avg Time │ CSAT │
├────────────┼────────┼──────────┼──────┤
│ Sarah │ 28 │ 3.1 hrs │ 4.8 │
│ Mike │ 25 │ 3.5 hrs │ 4.7 │
│ Lisa │ 22 │ 4.0 hrs │ 4.6 │
└────────────┴────────┴──────────┴──────┘
Best Practices
- Quick First Response: Acknowledge tickets quickly, even if resolution takes longer
- Use Macros Wisely: Personalize templated responses
- Tag Consistently: Enable better routing and reporting
- Monitor SLAs: Set up alerts before breaches
- Capture Feedback: Send CSAT surveys after resolution
- Regular Training: Update agents on common issues
Source marketplace page: https://github.com/claude-office-skills/skills/blob/HEAD/zendesk-automation/SKILL.md
Install command: npx skills add claude-office-skills/skills@zendesk-automation