Summarize Closed Zendesk Tickets into New Asana Tasks

This trigger watches for any status change on Zendesk tickets and passes the ticket ID to the next step when a change occurs. It runs continuously in real-time, so there's no delay between a ticket closing and the workflow starting. The trigger captures the basic ticket ID which gets used to retrieve full details in the following step.

This step sends a request to Zendesk using the ticket ID from the trigger and retrieves the complete ticket record including status, recipient email, creation date, and update timestamp. All of this information gets passed forward to later steps—the status determines whether to continue processing, while the recipient and timestamps appear in the final Asana task for context.

This filter examines the ticket status from the previous step and only allows the workflow to continue if the status exactly equals "closed". If the ticket is in any other state like open, pending, or on-hold, the workflow stops here and doesn't create an Asana task. The comparison happens automatically using the status field retrieved in the previous step.

This step queries Zendesk for all comments associated with the ticket ID and returns them as an array of comment objects. Each comment includes the message body, author, and timestamp. This complete conversation thread gets passed to the Loop step which prepares it for the AI to analyze and summarize.

This Map step iterates through all the comments retrieved in the previous step and extracts only the body text from each comment. It automatically creates a comma-separated version of all comment bodies which gets used in both AI prompt steps. This formatting makes it easier for the AI to read the conversation flow and generate accurate summaries.

This AI step analyzes the comma-separated conversation thread and generates a short, clear title that captures the customer's main concern or situation. You don't need to configure the prompt unless you want to adjust how titles get formatted—the default prompt instructs the AI to avoid technical jargon and focus on the essence of the customer's experience. The generated title becomes the Asana task name in the final step.

Based on the customer support thread provided {{loop_2.comma_separated}}, generate a short, descriptive title that captures the essence of the customer's concern or situation. Avoid technical jargon.

Example Input:
"Customer: I can't access my dashboard, Support: Can you try clearing your cache?, Customer: That worked, thanks!"

Example Output:
Login Issue Resolved After Basic Troubleshooting

This AI step creates a detailed summary by analyzing the same conversation thread with specific instructions to capture the problem nature, customer sentiment, resolution status, and solution provided. The prompt focuses the AI on extracting actionable insights rather than technical details. You can customize the prompt if you want summaries to emphasize different aspects like feature requests or bug reports.

Summary Writing Instructions for Support Threads:
When reviewing a customer support thread (messages separated by commas), write a short, clear summary that includes only:

-General nature of the customer's problem (no technical detail)
-Their experience or sentiment (e.g., frustration, confusion, satisfaction)
-Resolution status (resolved, pending, unclear)
-The solution provided

Example
Input:
Customer: I can't access my dashboard, Support: Can you try clearing your cache?, Customer: That worked, thanks!

Output:
The customer was unable to access their dashboard but regained access after clearing the cache. They appeared satisfied with the outcome. {{loop_2.comma_separated}}

This step creates a new task in your specified Asana workspace and project using the AI-generated title as the task name. The task notes include the AI summary, original ticket number, customer email, and the timestamp when the ticket was last updated. You need to configure two fields: the workspace ID and project ID where tasks should be created—you can find these in your Asana URL when viewing the project. The task appears immediately in Asana once created.