Support Ticket Triage and Routing Agent
Automatically review and route support tickets based on severity, so urgent issues reach the right team faster.
Overview
The support ticket triage and routing agent automatically reviews every incoming Zendesk ticket, assigns the right priority and category, and routes urgent issues directly to the right team via Slack, PagerDuty, or email. Accelerate response times and reduce manual overhead while ensuring the most critical tickets are prioritized.
Tools used by this agent
Zendesk: Detects ticket creation, reads content, applies tags, and tracks status updates
PagerDuty: Lists services, creates incidents, and assigns based on mapped tags
Slack: Sends notifications to relevant support or engineering teams
How does this agent work?
When a new ticket is created in Zendesk, the agent automatically does the following:
Reads the ticket content to assess urgency and categorize the issue.
Applies or updates tags based on content analysis or predefined criteria.
Triggers escalation workflows:
For high-priority or urgent tickets, it automatically creates a PagerDuty incident and routes it to the correct team (for example, IAM, Platform).
For standard issues, it sends the ticket summary to the appropriate Slack channel or email alias.
Links the ticket to internal systems alongside relevant ticket details, streamlining triage and response.
Get started fast. Clone this agent template in Postman
Use TemplateHow to use this template
This agent requires the following configurations to function:
Zendesk | - zendesk_api_key - zendesk_ticket_url - zendesk_username - zendesk_url |
Pagerduty | - pagerduty_api_key |
Set up the template
To set up the template, do the following:
Clone the agent template from the Flows workspace.
Get your Zendesk credentials. In Postman, open the module’s Configurations panel and save the following credentials:
Zendesk API Key:
zendesk_api_keyZendesk Ticket URL:
zendesk_ticket_url
Set up PagerDuty:
Get your PagerDuty API key. In Postman, open the module’s Configurations panel and save the key as
pagerduty_api_key.Create services (for example,
billing_service,iam_service).Configure Escalation Policies for each service.
Deploy the action to the Postman cloud.
Copy the
action_urlfrom the deployment output.
In Zendesk, set up a webhook and add the action URL to it.
Configure it to send newly created ticket events to the deployed action URL.
Create a new Zendesk ticket and confirm that:
Tags are applied automatically
Escalations are triggered via PagerDuty (if applicable)
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