# Auto-Triage & Route
URL: /recipes/auto-triage-and-route
Type: howto
Description: Automatically classify incoming Zendesk tickets by intent and urgency, then route to the right team with correct priority and tags.
Keywords: auto-triage & route, auto-triage-and-route, recipe, workflow template, workflow builder, zendesk
Automatically classify incoming Zendesk tickets by intent and urgency, then route to the right team with correct priority and tags.

<Callout type="info">
  **Prerequisites:** Connect **Zendesk** before adding this recipe. See [Integrations](/integrations).
</Callout>

How it works [#how-it-works]

Each box is a block; arrows show the order Stylo runs them, and branch labels show the path taken on each outcome.

<Mermaid
  chart="flowchart TD
  trigger[&#x22;New Ticket&#x22;]
  get_context[&#x22;Get Ticket Context&#x22;]
  classify[&#x22;Classify Ticket&#x22;]
  is_urgent[&#x22;Is Urgent?&#x22;]
  set_priority_urgent[&#x22;Set Priority Urgent&#x22;]
  tag_urgent[&#x22;Tag Escalated&#x22;]
  assign_escalation[&#x22;Assign Escalation Team&#x22;]
  route_topic[&#x22;Route by Topic&#x22;]
  tag_billing[&#x22;Tag Billing&#x22;]
  assign_billing[&#x22;Assign Billing Team&#x22;]
  tag_technical[&#x22;Tag Technical&#x22;]
  assign_technical[&#x22;Assign Technical Team&#x22;]
  tag_general[&#x22;Tag General&#x22;]
  assign_general[&#x22;Assign General Team&#x22;]
  trigger --> get_context
  get_context --> classify
  classify --> is_urgent
  is_urgent -->|&#x22;Urgent&#x22;| set_priority_urgent
  set_priority_urgent --> tag_urgent
  tag_urgent --> assign_escalation
  is_urgent -->|&#x22;Normal&#x22;| route_topic
  route_topic -->|&#x22;billing&#x22;| tag_billing
  tag_billing --> assign_billing
  route_topic -->|&#x22;technical&#x22;| tag_technical
  tag_technical --> assign_technical
  route_topic -->|&#x22;general&#x22;| tag_general
  tag_general --> assign_general"
/>

Parameters [#parameters]

This recipe has no configurable parameters — connect the required integrations and it runs as shipped.

Blocks used [#blocks-used]

Every block in this recipe, linked to its reference page where one exists:

| Block                                           | Type                          | What it does                                                                                                       |
| ----------------------------------------------- | ----------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| [Webhook](/reference/blocks/trigger-webhook)    | `trigger/webhook`             | Trigger workflow via HTTP webhook                                                                                  |
| Get Ticket Context                              | `zendesk/get-ticket-context`  | Get complete ticket context (ticket, conversation, attachments, customer, assignee, organization) optimized for AI |
| [Classify](/reference/blocks/ai-classify)       | `ai/classify`                 | Classify content into predefined categories using AI                                                               |
| [Condition](/reference/blocks/system-condition) | `system/condition`            | Branch the workflow based on a boolean expression                                                                  |
| Set Ticket Priority                             | `zendesk/set-ticket-priority` | Set the priority level on a Zendesk ticket (low, normal, high, or urgent).                                         |
| Add Tags                                        | `zendesk/add-tags`            | Add tags to a ticket for classification and tracking                                                               |
| Assign Ticket                                   | `zendesk/assign-ticket`       | Assign a ticket to an agent or group                                                                               |
| [Router](/reference/blocks/system-router)       | `system/router`               | Branch into N paths via boolean predicates or AI classification.                                                   |

When to use it [#when-to-use-it]

Reach for this when inbound tickets arrive faster than a person can sort them, and you want every new ticket classified by urgency and topic, then routed to the right team — before an agent ever opens it.

Adapt it [#adapt-it]

This recipe is a starting point. To fit it to your workspace:

* Edit the **Classify Ticket** prompt to match your own definition of an urgent ticket.
* Edit the routes in **Route by Topic** (billing / technical / general) to reflect your actual teams, and update each route's description so classification stays accurate.
* Set the `groupId` (or `assigneeId`) on each **Assign** block — they ship blank, so assignment is a no-op until you fill in your Zendesk group IDs.
* Change the tags on the **Tag** blocks if your workspace uses a different tagging scheme.

Related [#related]

* [All recipes](/recipes)
* [Workflow blocks reference](/reference/blocks)
* [Workflow Builder overview](/workflow-builder-overview)
* [Integrations](/integrations)