Support Ticket Triage with AI

1. The Trigger: Zendesk (New Ticket)

Drag a Zendesk trigger onto the canvas. Select the “New Ticket Created” event. This ensures Glow wakes up the second a customer sends an email or submits a form.

2. The AI: AI Prompt Step

A classification this narrow does not need a full agent. Add an AI Prompt step.

In the Instructions field, tell the model what to decide and in what shape:

“Analyze the following support ticket. Determine the sentiment (Positive, Neutral, Angry) and the urgency (Low, High, Critical). Return the result as a strict JSON object.”

Reference the sanitized ticket body inside those instructions: {{ 1.ticket.description | strip_html | trim }}. Using Data Transformation removes raw HTML tags from incoming emails before feeding them to the AI, saving token budget and improving classification accuracy.

Switch on Parse JSON result in the same step. It is off by default, and without it the answer comes back as a block of JSON text rather than fields you can read. With it on, {{ 2.result.sentiment }} and {{ 2.result.urgency }} work as written below. Skip it and every ticket takes the Fallback path, because the Switch is reading text rather than the fields it expects.

3. The Logic: Switch Step (Escalation)

Add a Switch step to route the ticket based on the AI’s analysis.

• Case 1 (Angry): {{ 2.result.sentiment }} equals Angry AND {{ 2.result.urgency }} equals Critical.
• Fallback: everything else. This is the step’s own fallback output, not a case you write.

Switch compares case-sensitively by default, so Angry and angry are different values. That is why the instructions above name the exact words the model must return.

4. The Actions: Tagging & Alerts

On the Fallback path, add a Zendesk action to update the ticket. Put {{ 2.result.sentiment }} and {{ 2.result.urgency }} in the tags field, so every ticket carries what the AI decided.

On the Angry path, add two steps:

1. Zendesk: Update the ticket priority to Urgent and assign it to the Escalation Team.
2. Slack: Send an alert to the person or channel you prepared, including the ticket link.

Test the escalation route

Create a ticket with an unmistakably urgent message, such as Production login is down for every user and we need help now. Run it and inspect the AI Prompt result. It should contain the exact Angry and Critical values the Switch expects before the escalation branch runs.

Test the fallback route

Create a neutral request, such as Please send me a copy of last month's invoice. Confirm it takes Fallback, receives the classification tags and does not post the urgent Slack alert.

Check the destinations

Open both Zendesk and Slack. Confirm the critical ticket is urgent, assigned to the expected team and represented by one Slack alert. If the Switch cannot read sentiment or urgency, check that Parse JSON result is on and read the AI step’s stored output before changing the cases.

Set the workflow Live

Switch the workflow to Live, submit one controlled ticket from your test requester and confirm its live execution reaches the expected destination exactly once.