The Challenge
Business Problem
Support teams waste 30% of their time manually triaging tickets. Misrouted tickets lead to longer resolution times and frustrated customers.
The Approach
Solution Overview
Connect Zendesk MCP Server with an AI classification agent to analyze incoming tickets, determine category and priority, and route to the appropriate team automatically.
Step-by-Step
Implementation Steps
1
Connect Zendesk
Configure the Zendesk MCP Server with admin API credentials.
2
Build Classification Model
Define ticket categories (billing, technical, feature request, bug) and priority levels based on historical data.
3
Implement Routing Logic
Create an agent that reads new tickets, classifies them, and assigns to the right group.
async function routeTicket(ticket) {
const category = classifyTicket(ticket.subject, ticket.description);
const priority = determinePriority(ticket, category);
await zendesk.updateTicket({
id: ticket.id,
tags: [category],
priority,
group_id: TEAM_ROUTING[category]
});
}4
Add Slack Escalation
Notify teams in Slack when high-priority tickets arrive with context and suggested responses.
Code
Code Examples
typescript
Ticket Classifier
function classifyTicket(subject, body) {
const text = `${subject} ${body}`.toLowerCase();
if (text.match(/billing|charge|refund|payment/)) return 'billing';
if (text.match(/bug|error|crash|broken/)) return 'bug';
if (text.match(/feature|request|wish|would like/)) return 'feature-request';
return 'technical';
}Overview
ComplexityMedium
Estimated Time~10 hours
Tools Used
Zendesk MCP ServerSlack MCP Server
Industry
SaaSE-commerceTechnology
ROI Metrics
Time Saved15 hours/week
Cost Reduction40% reduction in routing errors
Efficiency Gain3x faster ticket resolution