Build Support Ticket AI Route Workflow

Build a support ticket routing workflow with AI classification: receive tickets via webhook, classify by category, create Zendesk tickets with the right priority, and start an SLA timer.

What this template does

Template #243 — Support Ticket AI Route (Support):

1. Ticket Webhook — POST intake at path support-intake.
2. Classify Ticket — AI labels: Billing, Technical, Account, Sales, Other.
3. Route by Category — switch to billing vs technical Zendesk nodes (and default).
4. Zendesk Create Ticket — subject/body/priority per category.
5. Start SLA Timer — tracks deadline for escalation.

Step 1 — Load the template

1. Studio → Templates → search Support Ticket AI or category Support.
2. Load template #243.

Step 2 — Configure the webhook

1. Select Ticket Webhook. Note the URL after activation.
2. Expected JSON fields include subject, description, and email (adjust to match your helpdesk).

curl -X POST "https://your-instance/webhook/support-intake" \
  -H "Content-Type: application/json" \
  -d '{"subject":"Cannot access invoice","description":"Billing portal shows error 500","email":"[email protected]"}'

Step 3 — AI classification

1. Open Classify Ticket. Input field should match your description field (description).
2. Edit Labels if your support queues use different categories.
3. Run Dry Run and confirm the label output matches expectations.

Step 4 — Zendesk branches

1. For each Zendesk — * node, set Subdomain, Email, and API token.
2. Tune Priority per branch (e.g. high for Billing, urgent for Technical).
3. If you use another ticketing system, replace Zendesk nodes with HTTP Request to your API.

Step 5 — SLA timer

1. Configure Start SLA Timer with {{ticketId}} or entity ID from Zendesk response.
2. Pair with a scheduled workflow to check breaches — see template #194 Cron → Check SLA → Escalate in the library.

Step 6 — Activate

1. Validate connections on all switch branches.
2. Activate and POST test tickets for each category.
3. Verify Zendesk tickets and SLA records in Jobs → History.

What you learned

• Webhook intake + AI routing for support queues.
• Switch-based multi-destination ticketing.
• SLA tracking on incoming tickets.

Related tutorials

• Webhook to API Notification — HTTP integration basics.
• Purchase Approval Workflow — another business webhook pattern.
• AI Workflow Assistant — find more support templates by description.