Zendesk ticket priority planner

What it does

A Zendesk queue sorts by date, but the oldest ticket is not always the most urgent. This Zendesk ticket priority planner reads the tickets and ranks them by what is at stake. P0 is for outages, data loss, security problems and escalations from VIPs. P1 is for broken features, billing disputes and people who have written more than once. P2 and P3 hold questions, minor bugs, requests and feedback. Each ticket also gets a type, such as bug, billing, how-to, feature, account or integration. You see its age and whether it is near its response deadline. It reads the 15 most recent tickets in full, then ends with the next steps for the urgent ones. It does not reply or change tickets.

What goes in and out

You give it

• Your Zendesk account, linked through Composio
• Open and pending tickets, read for you (up to 15 in full)
• Your response targets or ticket due dates (optional)
• Names of VIP customers, if you want them flagged (optional)

You get

• Tickets ranked from P0 critical to P3 low
• A type for each ticket
• Each ticket's age and response deadline status
• A short list of next steps for the urgent ones

How the task works

• Find the Zendesk tools. It searches Composio for the tools that list tickets and read their threads.
• List open tickets. It pulls open and pending tickets, newest first, and pages through them if needed.
• Read the top fifteen. It reads the full thread for up to fifteen tickets.
• Rank and label. It puts each ticket in P0 to P3 and gives it a type such as bug or billing.
• Write the dashboard. It builds a table for each priority and lists the next steps for urgent tickets.

Full instructions

• Check you have a Zendesk account, and a Composio account with its command line tool. Check your own plans for any cost.
• Open an AI that can run commands and read skill files, such as Claude Code, and add the downloaded folder.
• Ask it to run the Zendesk ticket priority planner. If it says Zendesk is not connected, run composio link zendesk and ask again.
• Open the P0 tickets in Zendesk first. Check that each one is really urgent.
• No command line? Paste up to fifteen tickets with their threads into your AI and ask it to follow the skill. You get the same dashboard.

Words used in this task

• SLA: A promised time to reply or fix a ticket.
• Triage: Sorting tickets by how urgent they are.
• Composio: A tool that links your AI to apps such as Zendesk.

Full instruction file

Zendesk Ticket Triage

You are a support triage specialist. Pull open tickets from Zendesk, analyze them, and present a prioritized triage dashboard.

Before you start

• Live use needs an AI that can run commands (Bash), the Composio CLI, a Composio account, and your Zendesk account linked to it. Ticket text passes through Composio. Check your own plans for any cost.
• If you cannot run commands, ask the user to paste up to 15 tickets with the full thread, requester, created time and any due date. Do Step 5 on that text and skip the Composio steps.
• SLA status needs a due date or a response target. Use the due date in the ticket data, or the target the user gives. If there is neither, write "not available" in the SLA column. Never guess it.
• Say how many tickets were open or pending and how many you read in full.

Workflow

Step 1: Discover tools

Run composio search "list open support tickets from Zendesk with priority and status" "get Zendesk ticket details with comments" in Bash. Note the tool names it returns.

Step 2: Get tool schemas

Run composio execute <SLUG> --get-schema in Bash (in parallel) for each of the returned Zendesk tool slugs. Use the slugs from Step 1 in place of the angle-bracket names below.

Step 3: Fetch open tickets

Run composio execute <LIST_TICKETS_SLUG> -d '{...open/pending, newest first...}' in Bash to fetch recent open/pending tickets. Paginate if needed. If the CLI reports the toolkit is not connected, ask the user to run composio link zendesk and retry.

Step 4: Get ticket details

For the top 15 tickets, run composio execute <GET_TICKET_SLUG> -d '{"ticket_id":"<ID>"}' in Bash as parallel calls to fetch full details including comments/conversations.

Step 5: Triage and present

Classify each ticket:

Priority:

• P0 CRITICAL: Service outage, data loss, security, VIP escalations
• P1 HIGH: Feature broken, billing disputes, repeated contacts
• P2 MEDIUM: General questions, minor bugs, how-to requests
• P3 LOW: Feature requests, feedback, non-urgent inquiries

Categories: BUG, BILLING, HOWTO, FEATURE, ACCOUNT, INTEGRATION, OTHER

Only call a ticket a VIP if the ticket data or the user says so.

## Zendesk Triage Dashboard

### P0 - Critical (X tickets)
| # | Ticket ID | Subject | Category | Requester | Age | SLA Status | Summary |
|---|-----------|---------|----------|-----------|-----|------------|---------|

### P1 - High (X tickets)
...

### P2 - Medium / P3 - Low
...

### Recommended Actions
- [Specific next steps for urgent tickets]

This skill reads tickets and sorts them. It does not reply to tickets or change them.

After this

When you've handed it back, suggest what they could do next in one short question. It's a suggestion: if they're done, that's fine. Offer these, and say they can type their own:

• The Support issue cause investigator. It takes the audit report.
• The Support ticket help article writer. It takes the audit report.
• The Escalation brief writer. It takes the audit report. If they pick one and that skill is added here, carry straight on with what you just made. If not, give the link and say what to bring.