Claude Suggests Next Steps on New Zendesk Tickets

3 min setup

No coding required

Runs automatically

Agents lose time reading a new ticket, then hunting through help docs for the right answer. This workflow runs when a Zendesk ticket is created, sends the request and your help doc excerpts to Claude, and posts Claude's suggested next steps, with the help doc sections it used, as a private note on the ticket. The customer never sees it; your agent starts with a plan.

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Zendesk Ticket Created (Trigger)

Claude Create Message

Zendesk Create Ticket Comment

How it works

3 steps to start every Zendesk ticket with suggested next steps and sources

App connector: Zendesk • Time to complete: 1 minute

Runs for every new Zendesk ticket. Narrow it to one brand, group or form with a filter if only some tickets need suggestions.

App connector: Claude • Time to complete: 1 minute

Send Claude the ticket subject and description, plus the text of your help docs or policies pasted into the step's instructions (Claude can't browse your help center on its own). Ask for 2 to 4 numbered next steps for the agent and, under them, the title of each help doc section used. Tell it to say so when the docs don't cover the request instead of guessing.

App connector: Zendesk • Time to complete: 1 minute

Add Claude's reply to the ticket as a private comment (public set to false), so only agents see the suggestion and sources.

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Ready to start every Zendesk ticket with suggested next steps and sources

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FAQs

Can the customer see Claude's suggestion?

No. The comment is created as private, which Zendesk shows only to agents as an internal note. Check that the comment step's public option is off before turning the workflow on.

How does Claude know our policies?

Only from the text you give it. Paste the relevant help doc sections into the Claude step's instructions, and update them when a policy changes. Claude is told to cite the section titles it used and to say when the docs don't cover a question.

How many tasks does each ticket use?

One run per new ticket, with a task for the Claude step and one for the comment. Add a filter after the trigger to skip tickets you don't want suggestions on, such as spam or a specific brand.

Personalize this template

Customize this workflow even further:

Set custom delays

Schedule actions to trigger after a set time period, such as sending follow-up emails 3 days after an event.

Chain multiple actions

Connect several steps together in one workflow, like tagging data, updating records, and notifying your team simultaneously.

Store data in tables

Save order details, customer preferences, or custom metrics in your own database for reference and reporting.

Deploy AI agents for smart decisions

Let AI agents evaluate complex scenarios and choose the right action path based on your defined rules.

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Rothy's

start every Zendesk ticket with suggested next steps and sources

3 min setup • Fully supported if you need help

Use this template →

Claude Suggests Next Steps on New Zendesk Tickets

How it works

Zendesk Ticket Created (Trigger)

Claude Create Message

Zendesk Create Ticket Comment

FAQs

Can the customer see Claude's suggestion?

How does Claude know our policies?

How many tasks does each ticket use?

Personalize this template

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start every Zendesk ticket with suggested next steps and sources