Workflow Automation · Use case

Priority Support Triage—auto-route and resolve faster

Trigger on new Zendesk tickets, route high-priority cases, ping Slack with context, and (optionally) call your Refund API—guardrail checks included.

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-58%

AHT reduction

+18 pts

SLA adherence

65%

Auto-resolution

Time to first response (min)

1.8

↓ from 6.2

Policy pass rate

97%

Redaction & allow-lists

Auto-triage coverage

68%

Tickets triaged w/o human

Workflow

Composable steps with guardrails and audit trail by default.

Trigger

Zendesk ticket created

Condition

If priority = high OR VIP customer

Action

Notify #support-priority with context

Action

Draft reply + policy checks

Action

Call Refund API (if eligible)

Drag-and-drop builder (demo)

Add multiple triggers, conditions, and actions. Toggle Connect to link steps and export JSON.

Trigger Palette

New ticket (Zendesk)trigger

New message (Slack)trigger

New email (Gmail)trigger

Schedule / Crontrigger

Webhook (Custom)trigger

DB Insert (Postgres)trigger

Priority high / VIPcondition

Slack: #support-priorityaction

Draft reply + policy checkaction

Refund APIaction

Tip: drag items from the palette onto the canvas. Toggle Connect, click a source node then a target node to create an edge.

Export (JSON)

{
  "nodes": [],
  "edges": []
}

Test run log

Click Test run to simulate from all triggers.

Try the preset

A simple, client-side simulation of the predefined priority support flow.

Definition (JSON)

[
  {
    "id": "t1",
    "kind": "trigger",
    "title": "New ticket (Zendesk)",
    "config": {
      "source": "zendesk",
      "event": "ticket.created"
    }
  },
  {
    "id": "c1",
    "kind": "condition",
    "title": "If priority high / VIP",
    "config": {
      "rule": "priority == 'high' || vip == true"
    }
  },
  {
    "id": "a1",
    "kind": "action",
    "title": "Slack: #support-priority",
    "config": {
      "channel": "#support-priority",
      "text": "Priority ticket {{ticket.id}}"
    }
  },
  {
    "id": "a2",
    "kind": "action",
    "title": "Draft reply + policy check",
    "config": {
      "tone": "brand-safe",
      "redaction": true,
      "allowlist": [
        "refund.create"
      ]
    }
  },
  {
    "id": "a3",
    "kind": "action",
    "title": "Refund API (if eligible)",
    "config": {
      "url": "https://api.example.com/refund",
      "method": "POST",
      "body": {
        "ticketId": "{{ticket.id}}"
      }
    }
  }
]

Output log

Run a test to see logs here.

Guardrails checklist

PII redaction & scoped access
Allow-lists: refund.create only
Pre-action policy evals
Audit trail & rollback

Channels

Zendesk, Slack, Email templates, Custom APIs

SLAs & metrics

TTFR, AHT, auto-resolution, policy pass rate

Clone this workflow in your builder

Customize steps, add policies, and wire your own APIs.

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