zendesk automation

仓库: claude-office-skills/skills
安装量: 154
排名: #5579

安装

npx skills add https://github.com/claude-office-skills/skills --skill 'Zendesk Automation'

Zendesk Automation Comprehensive skill for automating Zendesk support workflows and ticket management. Core Workflows 1. Ticket Triage Pipeline INCOMING TICKET FLOW: ┌─────────────────┐ │ New Ticket │ └────────┬────────┘ ▼ ┌─────────────────┐ │ AI Analysis │ │ - Intent │ │ - Sentiment │ │ - Urgency │ └────────┬────────┘ ▼ ┌─────────────────┐ │ Categorize │ │ - Type │ │ - Product │ │ - Skill needed │ └────────┬────────┘ ▼ ┌─────────────────┐ │ Route & Assign │ │ - Team │ │ - Agent │ │ - Priority │ └────────┬────────┘ ▼ ┌─────────────────┐ │ Auto-Response │ │ (if applicable)│ └─────────────────┘ 2. Routing Rules routing_rules : - name : billing_issues conditions : - field : subject contains : [ "billing" , "invoice" , "charge" , "refund" , "payment" ] - field : tags includes : [ "billing" ] actions : - set_group : billing_team - set_priority : high - add_tags : [ "billing_routed" ] - name : technical_support conditions : - field : subject contains : [ "error" , "bug" , "not working" , "crash" ] - field : product equals : "software" actions : - set_group : tech_support - set_priority : normal - add_tags : [ "technical" ] - name : enterprise_escalation conditions : - field : organization tier : enterprise - field : priority equals : urgent actions : - set_group : enterprise_team - set_priority : urgent - notify : slack_channel 3. Priority Matrix Customer Tier Issue Type Response SLA Resolution SLA Enterprise Critical 15 minutes 4 hours Enterprise High 1 hour 8 hours Business Critical 1 hour 8 hours Business Normal 4 hours 24 hours Standard All 8 hours 48 hours Auto-Response Templates Common Issue Responses auto_responses : password_reset : trigger : keywords : [ "password" , "reset" , "forgot" , "login" ] response : | Hi {{ticket.requester.name}}, I understand you're having trouble accessing your account. Here's how to reset your password : 1. Go to { { settings.login_url } } /forgot - password 2. Enter your email address 3. Check your inbox for the reset link 4. Create a new password If you don't receive the email within 5 minutes , please check your spam folder. Let me know if you need any further assistance ! actions : - add_tags : [ "auto_replied" , "password_reset" ] - set_status : pending shipping_inquiry : trigger : keywords : [ "shipping" , "tracking" , "delivery" , "order status" ] response : | Hi {{ticket.requester.name}}, Thanks for reaching out about your order ! I've looked up your recent order and here's the status : { {

if order.tracking_number}}

- Order

: {{order.id}}

- Status : { { order.status } } - Tracking : { { order.tracking_number } } - Estimated Delivery : { { order.estimated_delivery } } { { else } } Your order is being processed and tracking information will be available within 24 hours. { { /if } } Is there anything else I can help with ? Ticket Management Macro Library macros : - name : request_more_info actions : - add_comment : | Thank you for contacting us. To better assist you, could you please provide: 1. Your account email 2. Steps to reproduce the issue 3. Any error messages you're seeing 4. Screenshots if possible - set_status : pending - add_tags : [ "awaiting_info" ] - name : escalate_to_engineering actions : - add_internal_note : "Escalated to engineering team" - set_group : engineering - set_priority : high - add_tags : [ "escalated" , "engineering" ] - notify : engineering_slack - name : close_resolved actions : - add_comment : | I'm glad we could resolve this for you! If you have any other questions , feel free to reach out anytime. We're here to help. Have a great day ! - set_status : solved - add_tags : [ "resolved" ] Bulk Operations bulk_actions : - name : close_stale_tickets schedule : "0 0 * * *"

Daily

conditions : - status : pending - last_update_days : 7 actions : - add_comment : "Closing due to no response. Please reopen if needed." - set_status : solved - add_tags : [ "auto_closed" ] - name : escalate_breaching_sla schedule : "/15 * * * "

Every 15 min

conditions : - sla_breach_in_minutes : 30 actions : - set_priority : urgent - notify : team_lead - add_tags : [ "sla_at_risk" ] SLA Management SLA Policies sla_policies : - name : enterprise_sla conditions : organization_tag : enterprise targets : first_reply : urgent : 15

minutes

high : 60 normal : 240 resolution : urgent : 240 high : 480 normal : 1440 - name : standard_sla conditions : default : true targets : first_reply : urgent : 60 high : 240 normal : 480 resolution : urgent : 480 high : 1440 normal : 2880 SLA Dashboard SLA PERFORMANCE - THIS WEEK ═══════════════════════════════════════ First Reply SLA: Enterprise ████████████████████ 98% ✓ Business ██████████████████░░ 94% ✓ Standard █████████████████░░░ 89% ⚠ Resolution SLA: Enterprise ████████████████████ 96% ✓ Business █████████████████░░░ 91% ✓ Standard ████████████████░░░░ 85% ⚠ TICKETS AT RISK: ┌──────────┬──────────┬───────────┐ │ Ticket │ Customer │ Time Left │ ├──────────┼──────────┼───────────┤ │ #45231 │ Acme Corp│ 12 min │ │ #45198 │ TechStart│ 28 min │ │ #45156 │ DataFlow │ 45 min │ └──────────┴──────────┴───────────┘ AI-Powered Features Sentiment Analysis sentiment_analysis : enabled : true actions : negative : - add_tags : [ "negative_sentiment" ] - set_priority : +1

Increase priority

-
notify
:
team_lead
frustrated
:
-
add_tags
:
[
"frustrated_customer"
]
-
route_to
:
senior_agents
-
add_internal_note
:
"Customer appears frustrated"
Intent Detection
intent_detection
:
categories
:
-
name
:
billing_inquiry
keywords
:
[
"charge"
,
"invoice"
,
"refund"
,
"bill"
]
confidence_threshold
:
0.8
-
name
:
technical_issue
keywords
:
[
"error"
,
"bug"
,
"broken"
,
"crash"
]
confidence_threshold
:
0.75
-
name
:
feature_request
keywords
:
[
"wish"
,
"would be nice"
,
"suggest"
,
"feature"
]
confidence_threshold
:
0.7
-
name
:
cancellation
keywords
:
[
"cancel"
,
"stop"
,
"end subscription"
]
confidence_threshold
:
0.85
actions
:
-
route_to
:
retention_team
-
set_priority
:
high
Integration Workflows
Slack Integration
slack_integration
:
notifications
:
-
trigger
:
new_urgent_ticket
channel
:
"#support-urgent"
message
:
"🚨 New urgent ticket: {{ticket.subject}}"
-
trigger
:
sla_warning
channel
:
"#support-alerts"
message
:
"⚠️ Ticket #{{ticket.id}} approaching SLA breach"
-
trigger
:
negative_csat
channel
:
"#support-feedback"
message
:
"📉 Low CSAT received for ticket #{{ticket.id}}"
JIRA Integration
jira_integration
:
sync_rules
:
-
zendesk_tag
:
bug_confirmed
create_jira
:
project
:
DEV
issue_type
:
Bug
priority_map
:
urgent
:
Highest
high
:
High
normal
:
Medium
sync_fields
:
-
description
-
attachments
link_back
:
true
Analytics & Reporting
Key Metrics
SUPPORT METRICS DASHBOARD
═══════════════════════════════════════
Volume:
Today's Tickets: 156 (+12% vs avg)
Open Tickets: 234
Backlog: 45
Performance:
Avg First Reply: 42 min (target: 60 min) ✓
Avg Resolution: 4.2 hrs (target: 8 hrs) ✓
One-Touch Resolution: 34%
Satisfaction:
CSAT Score: 4.6/5.0 ⭐
NPS: +45
Response Quality: 92%
Agent Performance:
┌────────────┬────────┬──────────┬──────┐
│ Agent │ Solved │ Avg Time │ CSAT │
├────────────┼────────┼──────────┼──────┤
│ Sarah │ 28 │ 3.1 hrs │ 4.8 │
│ Mike │ 25 │ 3.5 hrs │ 4.7 │
│ Lisa │ 22 │ 4.0 hrs │ 4.6 │
└────────────┴────────┴──────────┴──────┘
Best Practices
Quick First Response
Acknowledge tickets quickly, even if resolution takes longer
Use Macros Wisely
Personalize templated responses
Tag Consistently
Enable better routing and reporting
Monitor SLAs
Set up alerts before breaches
Capture Feedback
Send CSAT surveys after resolution
Regular Training
Update agents on common issues
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