Case study 2 · Automated ticket triage in Zendesk
The problem
In many support teams, the first step of every ticket is the same: a real agent opens it, reads through the content, decides which team should handle it, and assigns it manually. Multiply that by hundreds of tickets and a large share of your team’s day goes into sorting work rather than resolving it.
Manual triage is also inconsistent. Different agents route similar tickets in different ways, and tickets can sit unassigned while someone works out where they belong.
What we built
We designed a triage workflow inside Zendesk that does the sorting automatically.
- Triggers set up around the business. We configured triggers that recognise what each incoming ticket is about.
- Automatic filtering by team. Each ticket is filtered and sent to the team responsible for that type of request, the moment it arrives.
- Less reading, more resolving. Agents no longer need to read through every ticket’s content just to decide where it should go.
Because the workflow runs on Zendesk’s own triggers, it fits into the tools the team already uses. There is no new platform to learn.
The result
The workflow greatly reduced the time real agents spent reading and assigning tickets by hand. According to Zendesk Autopilot, this approach reduced the time taken to assign tickets by 20%.
Tickets reach the right team sooner, assignments are consistent, and agents spend their time where it matters most: helping customers.
Is this you?
If your agents start every ticket by working out who should own it, automated triage can give that time back. Talk to us about setting up a workflow around your teams and your ticket types.