Zendesk triage trio
Three sub-agents: classifier, drafter, escalator. Sub-second per ticket.
Read the full Support build guide →Tier-1 support spends most of its day labeling tickets and writing the same five replies.
80% of tickets are pre-drafted in the agent UI before tier-1 opens them. Escalations are tagged with a reason and the right specialist.
Ingredients & skills
- ANTHROPIC_API_KEY
- ZENDESK_TOKEN
- ZENDESK_WEBHOOK_SECRET
- Anthropic
- Zendesk
- zendesk-mcp
How it works
An MCP webhook from Zendesk hands tickets to a Claude sub-agent router. Three sub-agents handle classify → draft → escalate, in parallel where safe.
1 — Router agent
Cheap classifier picks the sub-agent. Don't waste Opus on labeling.
const route = await haiku.tools.call("route_ticket", { subject, body });
if (route.kind === "billing") return billingAgent.handle(ticket);
if (route.kind === "bug") return bugAgent.handle(ticket);
return defaultAgent.handle(ticket);2 — Drafter writes a private comment
Never post directly to the customer. Always a `public: false` comment for the human to review.
await zendesk.tickets.update(ticket.id, { comment: { body: draft, public: false }, tags: [...ticket.tags, "ai-drafted"] });3 — Escalator
Sets the assignee group and adds a reason tag the on-call can search.
The button above runs the same command with your saved config. This is the raw CLI form.
locker deploy zendesk-trio --trigger zendesk-webhook