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astropods-
Automatically triages Zendesk support tickets using AI — resolves with Pinecone knowledge base or escalates to human agents via Slack.
Copy a prompt to use in Claude Code, Codex, or Cursor.
OpenAI
Zendesk
PineconeSlack (via built-in adapter)
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):
- Fetches full ticket details from Zendesk
- Searches Pinecone for similar known Q&A pairs
- If confident match found (score > 0.85) — replies professionally and sets status to
pending - If no confident match — replies that a human agent will follow up, sets status to
open
Solved ticket (ticket.status_changed → SOLVED):
- Fetches all ticket comments
- Checks if the ticket was resolved by a human agent (not a bot)
- Searches Pinecone to avoid duplicate entries
- 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.
Copy a prompt to use in Claude Code, Codex, or Cursor.
OpenAIZendeskPineconeSlack (via built-in adapter)