Customer Ticket Triage Agent

Automatically triages incoming Zendesk support tickets. Uses a Pinecone vector knowledge base to auto-resolve common questions, escalates to human agents via Slack when unsure, and learns from human-solved tickets.

How it works

New ticket (ticket.created):

1. Fetches full ticket details from Zendesk
2. Searches Pinecone for similar known Q&A pairs
3. If confident match found (score > 0.85) — replies professionally and sets status to pending
4. If no confident match — replies that a human agent will follow up, sets status to open

Solved ticket (ticket.status_changed → SOLVED):

1. Fetches all ticket comments
2. Checks if the ticket was resolved by a human agent (not a bot)
3. Searches Pinecone to avoid duplicate entries
4. If human-solved and not a duplicate — adds clean Q&A pair to Pinecone

Ticket status meanings

Status	Meaning
open	Pending on customer support
pending	Waiting on the customer
solved	Customer is happy with the resolution

Webhook setup

Configure a Zendesk webhook to POST to your agent's URL:

• Trigger 1: Ticket created → send to https://<your-agent-url>/
• Trigger 2: Ticket status changed to Solved → send to https://<your-agent-url>/

Usage

Via Slack DM or web chat — send any of:

Message	Effect
12345	Triage ticket #12345
check ticket 12345	Any text containing a ticket ID
{"type":"zen:event-type:ticket.created","detail":{"id":"12345"}}	Full webhook payload

Required environment variables

Variable	Description
OPENAI_API_KEY	Auto-injected by Astropods — used for both reasoning (GPT-4o mini) and embeddings
ZENDESK_SUBDOMAIN	The {subdomain} in https://{subdomain}.zendesk.com
ZENDESK_AGENT_EMAIL	Zendesk agent email for API auth
ZENDESK_API_KEY	Zendesk API token
PINECONE_HOST	Full Pinecone index host URL
PINECONE_API_KEY	Pinecone API key
WEBHOOK_SECRET	Zendesk webhook signing secret — used to verify HMAC-SHA256 signatures on incoming requests

Slack integration

Deploy with the Slack adapter to enable direct Slack interaction. When the agent cannot resolve a ticket, it replies in the channel.