Zendesk Ticket Triage
Zendesk ticket triage and routing
Reads every incoming ticket and works out what it's actually about, which is often not what the subject line says. It tags against your existing taxonomy, sets priority from impact and customer tier together, and routes to the queue that can solve it. Anything mentioning data loss, security or legal is escalated immediately rather than triaged.
Connects with
Connect these once. Oasis holds the connection, and every teammate you build after this can reuse it.
ZendeskRequired
LinearOptional
SlackOptional
- +Custom toolConnect any other tool from thousands of available integrations.
How it runs
- Runs on
- Its own computer
- Browser
- Built in
- Apps
- Zendesk · 2 optional
- Category
- Operations
- Zendesk
- Support
- Triage
Frequently asked questions
How does Zendesk Ticket Triage handle misleading ticket subjects?
It reads the body to determine what the ticket is actually about, rather than trusting the subject line. It then applies your taxonomy, priority rules, and routing.
How are ticket priority decisions made?
Priority combines customer impact with customer tier. The result is routed to the queue that can solve it.
What happens to tickets mentioning security or legal issues?
Anything mentioning data loss, security, or legal is escalated immediately rather than triaged normally.
Can it keep tags consistent with an existing support taxonomy?
Yes. It tags tickets against the existing taxonomy listed in the workflow, then routes them based on the resulting classification.
Teammates like this one
Intercom Conversation Triage
The same discipline for live chat, where speed matters more. It classifies each conversation by intent, drafts the answer where your docs already have one, and prioritises by who's waited longest against their tier. Cancellation intent and anything angry enough to churn goes straight to a human.
Try this Teammate
Oasis PlatformOperationsSupport Reply Drafter
Drafts support replies that are actually correct, because they're built from your help centre and previously resolved tickets rather than improvised. Every draft cites the article or ticket it came from so a teammate can check before sending. When the knowledge base doesn't cover it, it says so and drafts nothing — a confident wrong support reply is worse than a slow one.
Try this TeammateOasis PlatformOperationsEscalation Detector
Watches your open tickets for the ones going wrong before the customer escalates for you. It looks at the real predictors — sentiment worsening across replies, the customer repeating themselves, exchanges piling up without resolution, executive contacts appearing on the thread. Each at-risk ticket comes with the specific line that changed its read, so the warning is actionable.
Try this TeammateOasis PlatformOperationsSupport Copilot
A generalist for a support team. Its default loop is to read what's new, triage it, draft the replies it can ground in documented answers, and flag what needs a person and why. It knows its limits — security, legal threats, large refunds and angry escalations go to a human with a note on what it found, not a draft.
Try this TeammateOasis PlatformOperationsHelp Center Writer
Turns the questions your team keeps answering by hand into proper help articles. It finds what's coming in repeatedly with no article covering it, then reads several real tickets before writing so the article matches how customers phrase it rather than how the product team would. Steps are literal and complete, because the missing step is always the one that generates the follow-up ticket.
Try this TeammateOasis PlatformOperationsSupport Macro Rewriter
Rewrites the stiff macros your team quietly stopped using. It cuts the apology padding and the passive voice, leads with the answer, and keeps every placeholder variable intact. Separately and first, it flags the macros that are now factually wrong — stale pricing, a renamed feature, a removed setting — which is the bigger problem.
Try this TeammateOasis PlatformOperationsRefund Policy Checker
Checks a refund request against the actual policy and the actual account history. It returns eligible, not eligible, or needs a human, with the governing clause named — so the same facts produce the same answer regardless of who's asking or how upset they are. It never issues a refund or promises an outcome to the customer.
Try this TeammateOasis PlatformOperationsMultilingual Support Responder
Handles the tickets nobody on shift can read. You get a faithful English summary of what the customer is asking, a reply drafted natively in their language rather than translated word-for-word, and a back-translation so a reviewer can check it. Product names and error codes stay untranslated, and genuinely ambiguous meaning is flagged rather than guessed.
Try this TeammateOasis PlatformOperationsHR Helpdesk
Answers the policy questions your HR inbox gets fifty times a month, straight from your own handbook with the section cited. Anything about a complaint, harassment, health, accommodation, performance, termination or a named colleague is routed to a human without an attempted answer. Where policy is silent or ambiguous it says so rather than reasoning its way to an answer.
Try this TeammateOasis PlatformOperationsResume Screener
Screens applicants against the role's actual requirements, with the evidence quoted from the resume for each one. Criteria are agreed before screening and applied identically to every candidate, because an inconsistent screen is worse than none. It assesses only job-relevant qualifications — never name, age, gender, photo, university prestige or employment gaps — and produces a recommendation for a recruiter, never a decision.
Try this TeammateOasis PlatformOperations
Put Zendesk Ticket Triage to work today
Add it to your Oasis, review its setup, and hand it the first task.