Analyze Last Week's Zendesk Tickets

This scheduled trigger runs once per week on Sundays at midnight. The timing provides a complete view of the previous week's support activity and delivers insights at the start of the new week when planning occurs.

Customization: You can adjust the schedule to run on different days or times by modifying the schedule value.

This step triggers an AI agent that executes a complex analysis workflow. The AI uses the automation "Get Zendesk Support Tickets" to retrieve tickets from the past 7 days, then analyzes them according to specific instructions. The content prompt directs the AI to:

1. Review all Zendesk conversations from the past 7 days
2. List the date range at the top of the summary
3. Identify the top 2-3 customer issues or trends based on actual message content
4. For each trend: describe the specific issue, estimate ticket count, be specific (not generic), and focus on user intent rather than metadata
5. Provide working Zendesk conversation links (format: https://[SUBDOMAIN].zendesk.com/agent/tickets/[NUMBER])
6. Include 2-3 actionable recommendations for the product team

The instructions parameter tells the AI to make assumptions rather than asking follow-up questions, throw errors with missing parameters prefixed by "ERROR", and return HTML for email formatting. The AI's analysis is returned as {{ask.content}}.

Setup requirement: You must have Zendesk connected to MESA and the "Get Zendesk Support Tickets" skill available for the AI to retrieve tickets.

This step sends an email with the AI's analysis to your configured recipient.

Configuration: You must enter the email address during setup—this could be a product manager, support lead, or team distribution list. The subject line is "Last Week's Zendesk Conversations" and the message body contains {{ask.content}} (the AI's formatted analysis with trends, links, and recommendations). The AI returns HTML-formatted content, so the email will have structured formatting with proper sections, lists, and clickable links.