Route Urgent Tickets Agent

Automatically triages incoming Zendesk tickets. Uses GPT-4.1 to analyse ticket content, apply relevant tags, and route urgent issues to the correct PagerDuty service (e.g. IAM, Platform). Standard tickets are tagged only — no escalation.

How it works

New ticket webhook:

1. Reads ticket ID and description from the webhook payload
2. Fetches all existing Zendesk tags and selects the most relevant ones
3. Updates the ticket with the selected tags
4. Assesses urgency from the description and tags:
   • Urgent (outage, security, data loss, P1/P2) → fetches PagerDuty services → creates incident routed to the correct team
   • Standard → stops after tagging

Webhook setup

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

• Trigger: Ticket created → send to https://<your-agent-url>

Payload format (set this as the webhook body template in Zendesk):

{
  "detail": {
    "id": "{{ticket.id}}",
    "description": "{{ticket.description}}"
  }
}

Zendesk automatically signs each request with an HMAC-SHA256 signature using your WEBHOOK_SECRET and adds the x-zendesk-webhook-signature and x-zendesk-webhook-signature-timestamp headers. The agent verifies these on every request.

Testing locally — generate the signature manually:

SECRET="your-webhook-secret"
TIMESTAMP=$(date -u +%s)
BODY='{"detail":{"id":"12345","description":"The login page returns a 500 error for all users. Service is completely down."}}'
SIG=$(printf '%s' "${TIMESTAMP}.${BODY}" | openssl dgst -sha256 -hmac "$SECRET" -binary | base64)

curl -X POST https://<agent-url>/ \
  -H "Content-Type: application/json" \
  -H "x-zendesk-webhook-signature: $SIG" \
  -H "x-zendesk-webhook-signature-timestamp: $TIMESTAMP" \
  -d "$BODY"

Usage via web chat or Slack

Environment variables