Customer Ticket Triage Agent
Scale your customer support with an agent that responds to tickets and improves automatically by learning from solved cases.
Overview
This agent responds to incoming Zendesk tickets by searching a vector database of previously resolved tickets. If a relevant match is found, it replies automatically. If not, it routes the ticket to a human agent. Once the issue is resolved, the question and answer are stored to improve future responses.
This reduces duplicate tickets and escalations by expanding the agent’s knowledge base and freeing up human teams to focus on more complex issues.
Tools used by this agent
Zendesk: Receives tickets, detects status updates, pulls conversations
Pinecone: Retrieves and stores Q&A pairs via vector search
How does this agent work?
The agent is triggered by Zendesk webhooks on ticket events:
New Ticket Flow:
Extracts the customer question.
Queries a Pinecone vector database to check if a similar question has already been answered.
If a match is found, the agent responds to the ticket automatically. If not, it notifies a human agent to step in.
Solved Ticket Flow:
Fetches the full conversation from Zendesk.
Processes the text into a clean Q&A pair
Stores the new pair in Pinecone with a semantic vector embedding for future lookup.
The result is an agent that improves with each question asked without requiring manual retraining or updates.
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_subdomain - zendesk_agent_email - zendesk_api_key |
OpenAI | - openai_api_key |
Slack | - slack_bot_token - slack_channel_id |
Pinecone | - pinecone_host - pinecone_api_key |
Set up the template
To set up the template, do the following:
Clone the agent template from the Flows workspace.
Request API keys for the following:
Set up Slack:
Create a Slack app.
Get a Slack token with
chat:writepermissions.Get the Slack channel ID.
Add the following credentials to the Configurations panel to the right of the flow:
zendesk_subdomainzendesk_agent_emailzendesk_api_keyopenai_api_keyslack_bot_tokenslack_channel_idpinecone_hostpinecone_api_key
Deploy the agent to the Postman cloud. Copy the
action_urlfrom the deployment output.Set up a webhook in Zendesk for ticket creation and status change updates that point to the deployed action URL. If needed, customize response logic or fallback handling.
Review the output:
Monitor how the agent begins handling repeat questions
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