Sixty-two tickets triaged, and the cluster nobody spotted

What does a triage pass actually produce?

A companion opens the unassigned view and reads each ticket the way a lead would: subject, body, requester history, prior tickets from the same org. Then it does the sorting work: tags applied, duplicates flagged, findings written as internal notes your customers never see. The nine checkout tickets come back as one linked cluster.

A drafted public reply sits in the queue until you release it. The card shows the ticket, the customer and the exact text, one at a time or as a batch. The wider version is the support ticket triage playbook.

What can it see that the ticket cannot?

A ticket says the export is broken.

The truth is in your admin panel, your status page and Thursday’s release notes. A companion checks the customer’s plan, whether the incident is already tracked, and what changed in the last deploy, then puts that in the internal note so whoever answers has the answer already.

So the first reply resolves it instead of starting another round trip. Customer success teams run the same pattern proactively, before the ticket exists.

Work the tickets that need a person

A companion does the triage judgment, finds the cluster nobody was looking for, pulls context from three other tabs, and drafts the reply for a ticket that needs a human. Zendesk’s own AI agents sit at the front door, answering customers from your help center.

Teams running leaner desks on Front or Plain, both native integrations, split the work the same way.

Frequently asked questions