Zendesk自动化技能：AI工单分类、智能路由与自动回复模板全解析

Zendesk Automation by claude-office-skills/skills

40 GitHub Stars

GitHub

安装命令

npx skills add https://github.com/claude-office-skills/skills --skill 'Zendesk Automation'

办公软件自动化 SaaS

🇨🇳中文介绍

Zendesk 自动化

用于自动化 Zendesk 支持工作流和工单管理的综合技能。

核心工作流

1. 工单分类处理流程

INCOMING TICKET FLOW:
┌─────────────────┐
│  新工单         │
└────────┬────────┘
         ▼
┌─────────────────┐
│  AI 分析        │
│  - 意图         │
│  - 情感         │
│  - 紧急程度     │
└────────┬────────┘
         ▼
┌─────────────────┐
│  分类           │
│  - 类型         │
│  - 产品         │
│  - 所需技能     │
└────────┬────────┘
         ▼
┌─────────────────┐
│  路由与分配     │
│  - 团队         │
│  - 客服人员     │
│  - 优先级       │
└────────┬────────┘
         ▼
┌─────────────────┐
│  自动回复       │
│  (如适用)       │
└─────────────────┘

2. 路由规则

routing_rules:
  - name: billing_issues
    conditions:
      - field: subject
        contains: ["billing", "invoice", "charge", "refund", "payment"]
      - field: tags
        includes: ["billing"]
    actions:
      - set_group: billing_team
      - set_priority: high
      - add_tags: ["billing_routed"]
  
  - name: technical_support
    conditions:
      - field: subject
        contains: ["error", "bug", "not working", "crash"]
      - field: product
        equals: "software"
    actions:
      - set_group: tech_support
      - set_priority: normal
      - add_tags: ["technical"]
  
  - name: enterprise_escalation
    conditions:
      - field: organization
        tier: enterprise
      - field: priority
        equals: urgent
    actions:
      - set_group: enterprise_team
      - set_priority: urgent
      - notify: slack_channel

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客户层级	问题类型	响应 SLA	解决 SLA
企业版	严重	15 分钟	4 小时
企业版	高	1 小时	8 小时
商业版	严重	1 小时	8 小时
商业版	普通	4 小时	24 小时
标准版	全部	8 小时	48 小时

auto_responses:
  password_reset:
    trigger:
      keywords: ["password", "reset", "forgot", "login"]
    response: |
      您好 {{ticket.requester.name}}，
      
      我了解到您在访问账户时遇到了问题。
      以下是重置密码的步骤：
      
      1. 访问 {{settings.login_url}}/forgot-password
      2. 输入您的电子邮件地址
      3. 检查收件箱中的重置链接
      4. 创建新密码
      
      如果 5 分钟内未收到邮件，
      请检查您的垃圾邮件文件夹。
      
      如需进一步协助，请随时告知！
    
    actions:
      - add_tags: ["auto_replied", "password_reset"]
      - set_status: pending

  shipping_inquiry:
    trigger:
      keywords: ["shipping", "tracking", "delivery", "order status"]
    response: |
      您好 {{ticket.requester.name}}，
      
      感谢您联系咨询订单状态！
      
      我已查询您最近的订单，状态如下：
      {{#if order.tracking_number}}
      - 订单号：{{order.id}}
      - 状态：{{order.status}}
      - 物流追踪：{{order.tracking_number}}
      - 预计送达：{{order.estimated_delivery}}
      {{else}}
      您的订单正在处理中，物流追踪信息
      将在 24 小时内提供。
      {{/if}}
      
      还有其他我可以帮助您的吗？

macros:
  - name: request_more_info
    actions:
      - add_comment: |
          感谢您联系我们。为了更好地协助您，
          能否请您提供以下信息：
          1. 您的账户邮箱
          2. 问题复现步骤
          3. 您看到的任何错误信息
          4. 可能的话提供截图
      - set_status: pending
      - add_tags: ["awaiting_info"]

  - name: escalate_to_engineering
    actions:
      - add_internal_note: "已升级至工程团队"
      - set_group: engineering
      - set_priority: high
      - add_tags: ["escalated", "engineering"]
      - notify: engineering_slack

  - name: close_resolved
    actions:
      - add_comment: |
          很高兴我们能为您解决这个问题！
          
          如果您还有其他问题，请随时
          联系我们。我们随时为您提供帮助。
          
          祝您有美好的一天！
      - set_status: solved
      - add_tags: ["resolved"]

SLA PERFORMANCE - THIS WEEK
═══════════════════════════════════════

First Reply SLA:
Enterprise  ████████████████████ 98% ✓
Business    ██████████████████░░ 94% ✓
Standard    █████████████████░░░ 89% ⚠

Resolution SLA:
Enterprise  ████████████████████ 96% ✓
Business    █████████████████░░░ 91% ✓
Standard    ████████████████░░░░ 85% ⚠

TICKETS AT RISK:
┌──────────┬──────────┬───────────┐
│ Ticket   │ Customer │ Time Left │
├──────────┼──────────┼───────────┤
│ #45231   │ Acme Corp│ 12 min    │
│ #45198   │ TechStart│ 28 min    │
│ #45156   │ DataFlow │ 45 min    │
└──────────┴──────────┴───────────┘

SUPPORT METRICS DASHBOARD
═══════════════════════════════════════

Volume:
Today's Tickets: 156 (+12% vs avg)
Open Tickets: 234
Backlog: 45

Performance:
Avg First Reply: 42 min (target: 60 min) ✓
Avg Resolution: 4.2 hrs (target: 8 hrs) ✓
One-Touch Resolution: 34%

Satisfaction:
CSAT Score: 4.6/5.0 ⭐
NPS: +45
Response Quality: 92%

Agent Performance:
┌────────────┬────────┬──────────┬──────┐
│ Agent      │ Solved │ Avg Time │ CSAT │
├────────────┼────────┼──────────┼──────┤
│ Sarah      │ 28     │ 3.1 hrs  │ 4.8  │
│ Mike       │ 25     │ 3.5 hrs  │ 4.7  │
│ Lisa       │ 22     │ 4.0 hrs  │ 4.6  │
└────────────┴────────┴──────────┴──────┘

🇺🇸English

Zendesk Automation

Comprehensive skill for automating Zendesk support workflows and ticket management.

Core Workflows

1. Ticket Triage Pipeline

INCOMING TICKET FLOW:
┌─────────────────┐
│  New Ticket     │
└────────┬────────┘
         ▼
┌─────────────────┐
│  AI Analysis    │
│  - Intent       │
│  - Sentiment    │
│  - Urgency      │
└────────┬────────┘
         ▼
┌─────────────────┐
│  Categorize     │
│  - Type         │
│  - Product      │
│  - Skill needed │
└────────┬────────┘
         ▼
┌─────────────────┐
│  Route & Assign │
│  - Team         │
│  - Agent        │
│  - Priority     │
└────────┬────────┘
         ▼
┌─────────────────┐
│  Auto-Response  │
│  (if applicable)│
└─────────────────┘

2. Routing Rules

routing_rules:
  - name: billing_issues
    conditions:
      - field: subject
        contains: ["billing", "invoice", "charge", "refund", "payment"]
      - field: tags
        includes: ["billing"]
    actions:
      - set_group: billing_team
      - set_priority: high
      - add_tags: ["billing_routed"]
  
  - name: technical_support
    conditions:
      - field: subject
        contains: ["error", "bug", "not working", "crash"]
      - field: product
        equals: "software"
    actions:
      - set_group: tech_support
      - set_priority: normal
      - add_tags: ["technical"]
  
  - name: enterprise_escalation
    conditions:
      - field: organization
        tier: enterprise
      - field: priority
        equals: urgent
    actions:
      - set_group: enterprise_team
      - set_priority: urgent
      - notify: slack_channel

3. Priority Matrix

Customer Tier	Issue Type	Response SLA	Resolution SLA
Enterprise	Critical	15 minutes	4 hours
Enterprise	High	1 hour	8 hours
Business	Critical	1 hour	8 hours
Business	Normal	4 hours	24 hours
Standard	All	8 hours	48 hours

Auto-Response Templates

Common Issue Responses

auto_responses:
  password_reset:
    trigger:
      keywords: ["password", "reset", "forgot", "login"]
    response: |
      Hi {{ticket.requester.name}},
      
      I understand you're having trouble accessing your account. 
      Here's how to reset your password:
      
      1. Go to {{settings.login_url}}/forgot-password
      2. Enter your email address
      3. Check your inbox for the reset link
      4. Create a new password
      
      If you don't receive the email within 5 minutes, 
      please check your spam folder.
      
      Let me know if you need any further assistance!
    
    actions:
      - add_tags: ["auto_replied", "password_reset"]
      - set_status: pending

  shipping_inquiry:
    trigger:
      keywords: ["shipping", "tracking", "delivery", "order status"]
    response: |
      Hi {{ticket.requester.name}},
      
      Thanks for reaching out about your order!
      
      I've looked up your recent order and here's the status:
      {{#if order.tracking_number}}
      - Order #: {{order.id}}
      - Status: {{order.status}}
      - Tracking: {{order.tracking_number}}
      - Estimated Delivery: {{order.estimated_delivery}}
      {{else}}
      Your order is being processed and tracking information 
      will be available within 24 hours.
      {{/if}}
      
      Is there anything else I can help with?

Ticket Management

Macro Library

macros:
  - name: request_more_info
    actions:
      - add_comment: |
          Thank you for contacting us. To better assist you, 
          could you please provide:
          1. Your account email
          2. Steps to reproduce the issue
          3. Any error messages you're seeing
          4. Screenshots if possible
      - set_status: pending
      - add_tags: ["awaiting_info"]

  - name: escalate_to_engineering
    actions:
      - add_internal_note: "Escalated to engineering team"
      - set_group: engineering
      - set_priority: high
      - add_tags: ["escalated", "engineering"]
      - notify: engineering_slack

  - name: close_resolved
    actions:
      - add_comment: |
          I'm glad we could resolve this for you! 
          
          If you have any other questions, feel free to 
          reach out anytime. We're here to help.
          
          Have a great day!
      - set_status: solved
      - add_tags: ["resolved"]

Bulk Operations

bulk_actions:
  - name: close_stale_tickets
    schedule: "0 0 * * *"  # Daily
    conditions:
      - status: pending
      - last_update_days: 7
    actions:
      - add_comment: "Closing due to no response. Please reopen if needed."
      - set_status: solved
      - add_tags: ["auto_closed"]

  - name: escalate_breaching_sla
    schedule: "*/15 * * * *"  # Every 15 min
    conditions:
      - sla_breach_in_minutes: 30
    actions:
      - set_priority: urgent
      - notify: team_lead
      - add_tags: ["sla_at_risk"]

SLA Management

SLA Policies

sla_policies:
  - name: enterprise_sla
    conditions:
      organization_tag: enterprise
    targets:
      first_reply:
        urgent: 15  # minutes
        high: 60
        normal: 240
      resolution:
        urgent: 240
        high: 480
        normal: 1440

  - name: standard_sla
    conditions:
      default: true
    targets:
      first_reply:
        urgent: 60
        high: 240
        normal: 480
      resolution:
        urgent: 480
        high: 1440
        normal: 2880

SLA Dashboard

SLA PERFORMANCE - THIS WEEK
═══════════════════════════════════════

First Reply SLA:
Enterprise  ████████████████████ 98% ✓
Business    ██████████████████░░ 94% ✓
Standard    █████████████████░░░ 89% ⚠

Resolution SLA:
Enterprise  ████████████████████ 96% ✓
Business    █████████████████░░░ 91% ✓
Standard    ████████████████░░░░ 85% ⚠

TICKETS AT RISK:
┌──────────┬──────────┬───────────┐
│ Ticket   │ Customer │ Time Left │
├──────────┼──────────┼───────────┤
│ #45231   │ Acme Corp│ 12 min    │
│ #45198   │ TechStart│ 28 min    │
│ #45156   │ DataFlow │ 45 min    │
└──────────┴──────────┴───────────┘

AI-Powered Features

Sentiment Analysis

sentiment_analysis:
  enabled: true
  actions:
    negative:
      - add_tags: ["negative_sentiment"]
      - set_priority: +1  # Increase priority
      - notify: team_lead
    
    frustrated:
      - add_tags: ["frustrated_customer"]
      - route_to: senior_agents
      - add_internal_note: "Customer appears frustrated"

Intent Detection

intent_detection:
  categories:
    - name: billing_inquiry
      keywords: ["charge", "invoice", "refund", "bill"]
      confidence_threshold: 0.8
    
    - name: technical_issue
      keywords: ["error", "bug", "broken", "crash"]
      confidence_threshold: 0.75
    
    - name: feature_request
      keywords: ["wish", "would be nice", "suggest", "feature"]
      confidence_threshold: 0.7
    
    - name: cancellation
      keywords: ["cancel", "stop", "end subscription"]
      confidence_threshold: 0.85
      actions:
        - route_to: retention_team
        - set_priority: high

Integration Workflows

Slack Integration

slack_integration:
  notifications:
    - trigger: new_urgent_ticket
      channel: "#support-urgent"
      message: "🚨 New urgent ticket: {{ticket.subject}}"
    
    - trigger: sla_warning
      channel: "#support-alerts"
      message: "⚠️ Ticket #{{ticket.id}} approaching SLA breach"
    
    - trigger: negative_csat
      channel: "#support-feedback"
      message: "📉 Low CSAT received for ticket #{{ticket.id}}"

JIRA Integration

jira_integration:
  sync_rules:
    - zendesk_tag: bug_confirmed
      create_jira:
        project: DEV
        issue_type: Bug
        priority_map:
          urgent: Highest
          high: High
          normal: Medium
        sync_fields:
          - description
          - attachments
        link_back: true

Analytics & Reporting

Key Metrics

SUPPORT METRICS DASHBOARD
═══════════════════════════════════════

Volume:
Today's Tickets: 156 (+12% vs avg)
Open Tickets: 234
Backlog: 45

Performance:
Avg First Reply: 42 min (target: 60 min) ✓
Avg Resolution: 4.2 hrs (target: 8 hrs) ✓
One-Touch Resolution: 34%

Satisfaction:
CSAT Score: 4.6/5.0 ⭐
NPS: +45
Response Quality: 92%

Agent Performance:
┌────────────┬────────┬──────────┬──────┐
│ Agent      │ Solved │ Avg Time │ CSAT │
├────────────┼────────┼──────────┼──────┤
│ Sarah      │ 28     │ 3.1 hrs  │ 4.8  │
│ Mike       │ 25     │ 3.5 hrs  │ 4.7  │
│ Lisa       │ 22     │ 4.0 hrs  │ 4.6  │
└────────────┴────────┴──────────┴──────┘

Best Practices

Quick First Response : Acknowledge tickets quickly, even if resolution takes longer
Use Macros Wisely : Personalize templated responses
Tag Consistently : Enable better routing and reporting
Monitor SLAs : Set up alerts before breaches
Capture Feedback : Send CSAT surveys after resolution
Regular Training : Update agents on common issues

Weekly Installs

Repository

claude-office-s…s/skills

GitHub Stars

First Seen

Jan 1, 1970

Security Audits

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Zendesk自动化技能：AI工单分类、智能路由与自动回复模板全解析

🇨🇳中文介绍

Zendesk 自动化

核心工作流

1. 工单分类处理流程

2. 路由规则

相关 Skills

3. 优先级矩阵

自动回复模板

常见问题回复

工单管理

宏指令库

批量操作

SLA 管理

SLA 策略

SLA 仪表板

AI 驱动功能

情感分析

意图检测

集成工作流

Slack 集成

JIRA 集成

分析与报告

关键指标

最佳实践