Auto-Triage & Route
Automatically classify incoming Zendesk tickets by intent and urgency, then route to the right team with correct priority and tags.
Automatically classify incoming Zendesk tickets by intent and urgency, then route to the right team with correct priority and tags.
Prerequisites: Connect Zendesk before adding this recipe. See Integrations.
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.
Parameters
This recipe has no configurable parameters — connect the required integrations and it runs as shipped.
Blocks used
Every block in this recipe, linked to its reference page where one exists:
| Block | Type | What it does |
|---|---|---|
| Webhook | trigger/webhook | Trigger workflow via HTTP webhook |
| Get Ticket Context | zendesk/get-ticket-context | Get complete ticket context (ticket, conversation, customer, assignee, organization) optimized for AI |
| Classify | ai/classify | Classify content into predefined categories using AI |
| 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 | system/router | Branch into N paths via boolean predicates or AI classification. |
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
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(orassigneeId) 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
Recipes
Goal-oriented walkthroughs of Stylo's shipped workflow templates — what each does, the blocks it uses, and how to adapt it.
Smart Auto-Reply with Knowledge Base
Search your knowledge base for relevant articles, generate a grounded AI draft reply, and surface it in the Zendesk agent sidebar for one-click approval.