Transform your support operations with AI-powered ticket triage that automatically classifies, prioritizes, and routes Zendesk tickets to the right teams. This puq.ai template uses Claude AI to analyze every incoming ticket for urgency, sentiment, and category — then intelligently escalates critical issues while keeping your team informed.
Designed for support teams handling high ticket volumes, this workflow ensures critical incidents reach on-call engineers instantly, high-risk customers get manager attention, and standard tickets flow smoothly to your support inbox — all with complete audit trails in Airtable.
How This Automation Works
1. Capture Zendesk Ticket Events
The workflow triggers on ticket creation, updates, status changes, priority changes, assignments, and new comments.
2. AI-Powered Ticket Analysis with Claude AI
Claude AI analyzes each ticket and generates structured metadata:
- Category — Technical, Billing, Feature Request, Sales
- Urgency — High, Medium, or Low based on business impact
- Sentiment — Positive, Neutral, or Negative
- SLA Target — Suggested response time in minutes
- Escalation Flags — Requires on-call or manager attention
- Summary — One-sentence issue description
3. Log Everything to Airtable
Every triage result is logged to Airtable with full context including ticket details, AI analysis, and raw payload for reporting and SLA tracking.
4. Intelligent Ticket Routing
Tickets are routed based on AI analysis:
- Critical Incidents → On-call team via Slack #oncall-alerts
- High-Risk / Negative Sentiment → Managers via Slack + Gmail escalation
- Standard Tickets → Support inbox via Slack with AI summary
5. On-Call Alerts for Critical Issues
Critical tickets or outages trigger immediate Slack notifications to your on-call channel with ticket details, AI analysis, SLA targets, and direct links.
6. Manager Escalation for High-Risk Tickets
Tickets with very negative sentiment or churn risk notify managers through both Slack and Gmail, ensuring nothing falls through the cracks.
Key Benefits
- AI-driven ticket classification and prioritization
- Instant escalation for critical incidents
- Customer sentiment analysis for churn prevention
- Automated SLA target assignment
- Complete audit trail in Airtable
- Multi-channel notifications via Slack and Gmail
- Reduced manual triage workload
- Consistent ticket handling across your team
Use Cases
- SaaS companies with high support ticket volumes
- Teams needing 24/7 on-call escalation workflows
- Support organizations tracking SLA compliance
- Businesses prioritizing customer sentiment monitoring
- Companies requiring audit trails for support interactions
- Teams managing tiered support escalation paths
Integrations Used
- Zendesk — Ticket capture and event triggers
- Claude AI — Intelligent ticket analysis and classification
- Airtable — Triage logging and SLA tracking
- Slack — Team notifications and escalation alerts
- Gmail — Manager email escalations
Why Use This puq.ai Template?
Manual ticket triage is slow, inconsistent, and doesn't scale. This template replaces guesswork with AI-powered decision making, ensuring every ticket is analyzed in context and routed to the right team instantly.
With puq.ai, you deploy enterprise-grade support automation in minutes — no code, no complex rules, no missed escalations.
Get Started in Minutes
- Import the template into puq.ai
- Connect your Zendesk, Claude AI, Airtable, Slack, and Gmail accounts
- Configure your Slack channels for each escalation tier
- Set up your Airtable base for ticket logging
- Activate and start triaging tickets automatically
Classify smarter. Escalate faster. Support better.
Use this template to transform Zendesk ticket chaos into an intelligent, automated triage system — powered by Claude AI and orchestrated by puq.ai.