Example Workflow - Classify a Ticket based on the Text in the Customer Comment and Add Tags and Update Custom Fields

In this example, a Workflow is set up for Ticket Classification to do the following:

When a new ticket is created, using the text in the Last Customer Comment in the ticket, Ticket Classification will add a Tag and update a Custom Field to classify the ticket. 

For general information on setting up Workflows, refer to Configuring the Workflows for Ticket Classification.

In this Article
Creating the Workflow
    Name and Trigger
    Detect intent from the following fields
    Topics or Intents to Detect
    Enable the Workflow and Save
Create another Workflow for Customer Sentiment
Opening the Trigger that is Created
How the Workflow Classifies the Ticket, Adds the Tags and Updates the Custom Fields

Creating the Workflow

The following is a summary of how to set up the Workflow for this example.

Name and Trigger

Detect intent from the following fields

Select the fields where you want to detect the topic or intent from in the ticket. This can be selected as Last Customer Comment, Last Agent Reply, Last Reply from any user or Last Internal Note. 

For this example, where the Trigger is selected for a New ticket, this is set as Last Customer Comment.

If the Workflow was being set up to trigger when the ticket is updated, you would decide what update would be applicable.

The following is how this example looks when setting up the Workflow.

Topics or Intents to Detect

Next, define the Topics or Intents you want to detect in tickets. You can add as many Topics or Intents as required to the Workflow. Each Topic can be set to Add a tag or Update a custom field. 

Add a Topic or Intent that will add a Tag.

Add a New Topic or Intent	Click New.
Name	Order Query
Description	User is asking about an order. For example, asking when an order will arrive, complaining that an order has not arrived or the order has arrived but was not complete.
How to Update the Ticket	Add a tag Accept the default Tag of order_query

Add a Topic or Intent that will update a Custom Field.

Add a New Topic or Intent	Click New.
Name	Cancellation Request
Description	User is asking about canceling their subscription. For example they are asking to cancel their subscription or asking about the process and what they will have access to when the subscription is canceled.
How to Update the Ticket	Update a custom field Select field Request Type Select value Cancellation Request.

Enable the Workflow and Save

Enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save. 

The Configuration displays and includes the saved Workflow.

You can open and edit the Workflow at any time from the Ticket Classification Configuration. If you want to check or make changes to the Trigger for the Workflow in your Zendesk Admin Center before enabling it, you can leave it as disabled, check the Trigger then open the Workflow and enable it.

Refer to Editing a Workflow in Configuring the Workflows for Ticket Classification.

Create another Workflow for Customer Sentiment

This is an example of setting up a separate Workflow with the Topics or Intents to check for Customer Sentiment such as when the customer is or is not satisfied or if the customer is expressing frustration. These would often be added to a Workflow that is triggered when the ticket is updated. For this example, this is set up for a new ticket and just with one Topic as an example. 

Name	Enter the Name, for example, Customer Sentiment.
Trigger	You can select this as the trigger already created as Select  You can also select an existing Trigger that has already been created for a Ticket Classification Workflow. For details on this, refer to Trigger in Configuring the Workflows for Ticket Classification.
Detect intent from the following fields	Select this as Last Customer Comment
Add a New Topic or Intent	Click New.
Name	Customer Frustrated
Description	User says they are frustrated with the service or the app. For example, they say they are frustrated.
How to Update the Ticket	Add a tag Accept the default Tag of customer_frustrated
Enable and Save the Workflow	Click the Enable/Disable toggle and save by clicking Save.

Opening the Trigger that is Created

This example Workflow was configured by selecting When a ticket is created (new Trigger). When the Workflow is saved, this automatically creates a Zendesk Trigger in your Zendesk Admin Center. You can open the trigger in your Zendesk Admin Center directly from the Workflow by clicking View Trigger.

You can make changes to the Trigger. For details of when you may want to do this, refer to Opening and Editing the Swifteq Trigger Created for Ticket Classification in your Zendesk Admin Center.

How the Workflow Classifies the Ticket, Adds the Tags and Updates the Custom Fields

The following is an example of how this Workflow classifies the ticket, adds the Tags and updates the Custom Fields.

This is an example of the email that is sent by the customer.

The email arrives and creates a ticket.

A few moments after the ticket is created, the Workflows trigger and, based on the text in the Customer Comment, the following are actioned:

When the Workflow Classify New Ticket triggers:

• Adds the Tag order_query.
• Updates the Custom Field Request Type as Cancellation Request 
• When the Custom Field is set, this automatically also adds the Tag cancellation_request.

When the Workflow Classify New Ticket triggers:

• Adds the tag customer_frustrated.