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RecipeHowToUpdated June 2026· 10 min to deploy

AI-classify and route Zendesk tickets

GPT or Claude reads each new ticket and tags it with intent (bug, billing, feature-request, account). Routes to the right group automatically.

Zendesk
OpenAI
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Steps

Build this in 10 min.

Each step is a single node on the canvas. Order matters; everything else is dragging.

  1. 1
    Trigger
    Ticket created

    Zendesk Ticket Created.

  2. 2
    Transform
    AI classify

    OpenAI Chat with response_format json_schema returning {intent, urgency, suggested_group}.

  3. 3
    Action
    Update + route

    Zendesk Update Ticket with tag + group. Add ai-triaged label to skip re-triage.

FAQ

Common questions about this recipe.

What's the false-positive rate?
~10-15% with gpt-4o-mini. Always allow human override; don't hard-route based on AI alone.

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