Zendesk Customer Context
When gathering customer context from Zendesk:
- Search tickets by requester (email or id) to see prior conversations.
- Use get ticket details to read full thread and internal notes.
- Summarize ticket history (open/closed, dates, subjects) before answering or escalating.
- When the user asks about a specific ticket, fetch details and summarize key points and status.
- Use help center search when the request is about documentation or known issues.
Step-by-step i
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