AI-Powered Customer Ticket Routing

Medium~10h estimatedSaaSE-commerceTechnology

Zendesk MCP ServerSlack MCP Server

The Challenge

Business Problem

Support teams waste 30% of their time manually triaging tickets. Misrouted tickets lead to longer resolution times and frustrated customers.

The Approach

Solution Overview

Connect Zendesk MCP Server with an AI classification agent to analyze incoming tickets, determine category and priority, and route to the appropriate team automatically.

Step-by-Step

Implementation Steps

Connect Zendesk

Configure the Zendesk MCP Server with admin API credentials.

Build Classification Model

Define ticket categories (billing, technical, feature request, bug) and priority levels based on historical data.

Implement Routing Logic

Create an agent that reads new tickets, classifies them, and assigns to the right group.

async function routeTicket(ticket) {
  const category = classifyTicket(ticket.subject, ticket.description);
  const priority = determinePriority(ticket, category);
  await zendesk.updateTicket({
    id: ticket.id,
    tags: [category],
    priority,
    group_id: TEAM_ROUTING[category]
  });
}

Add Slack Escalation

Notify teams in Slack when high-priority tickets arrive with context and suggested responses.

Code

Code Examples

typescript

Ticket Classifier

function classifyTicket(subject, body) {
  const text = `${subject} ${body}`.toLowerCase();
  if (text.match(/billing|charge|refund|payment/)) return 'billing';
  if (text.match(/bug|error|crash|broken/)) return 'bug';
  if (text.match(/feature|request|wish|would like/)) return 'feature-request';
  return 'technical';
}

Overview

ComplexityMedium

Estimated Time~10 hours

Tools Used

Zendesk MCP ServerSlack MCP Server

Industry

SaaSE-commerceTechnology

ROI Metrics

Time Saved15 hours/week

Cost Reduction40% reduction in routing errors

Efficiency Gain3x faster ticket resolution