Zendesk Support Tickets

Zendesk Support Tickets

When handling support tickets in Zendesk:

• Search tickets using Zendesk query syntax (e.g. status:open, type:ticket, requester:email).
• Use get ticket details for full comment history before drafting a reply.
• When drafting a comment, use the draft comment tool; keep tone polite and structured.
• Search help center when the user asks for articles or self-service content.
• Summarize ticket status, requester, and key comments before suggesting or drafting replies.

Step-by-step instructions

1. For “find tickets”: use Zendesk search with query syntax (e.g. status:open, requester:[email protected]).
2. For a specific ticket: get ticket details to read full thread and internal notes.
3. Summarize status, requester, and key comments before drafting; then use the draft comment tool with a polite, structured reply.
4. For “article” or self-service: search help center and cite articles; optionally use content in the draft.
5. Do not send or submit the reply unless the user explicitly asks to send; otherwise return the draft.

Examples of inputs and outputs

• Input: “What open tickets does [email protected] have?”
  Output: List of ticket IDs and subjects (and status) from search; optionally one-line summary per ticket.

• Input: “Draft a reply to ticket 12345.”
  Output: Short summary of the ticket and a draft comment (acknowledge, answer, close); from get ticket + draft comment tool.

Common edge cases

• No tickets found: Report “No tickets matching [query]” and suggest widening filters or checking requester/subdomain.
• Ticket not found: Say “Ticket [id] not found” and suggest checking ID or permissions.
• User wants to send: Only send/submit when the user explicitly confirms; otherwise provide draft only.
• API/oauth error: Report Zendesk error and suggest reconnecting or retrying.

Tool usage for specific purposes

• Search tickets: Use for “open tickets”, “tickets for X”, or list views; use Zendesk query syntax (status, type, requester).
• Get ticket: Use before drafting a reply to get full thread and notes.
• Draft comment: Use to create the reply text; keep tone polite and structured; do not send unless user asks.
• Search help center: Use when the user asks for articles or self-service content to include in the reply.