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 instructions
- For “context for customer X”: search tickets by requester (email or id); get details for the most relevant tickets.
- Summarize ticket history: open vs closed, dates, subjects, and key resolution or escalation points.
- For a specific ticket: get ticket details and summarize status, requester, and main comments/notes.
- When the user asks about docs or known issues: search help center and cite articles in the summary.
Examples of inputs and outputs
- Input: “What’s the ticket history for john@example.com?”
Output: Short list: ticket IDs, subjects, status, dates; optionally one line per ticket (e.g. “resolved”, “escalated”).
- Input: “Summarize ticket 12345.”
Output: Status, requester, subject, and key points from the thread and internal notes; from get ticket.
Common edge cases
- No tickets for requester: Say “No tickets found for [email/id]” and suggest checking spelling or subdomain.
- Ticket not found: Say “Ticket [id] not found” and suggest checking ID or permissions.
- Many tickets: Summarize the most recent or relevant (e.g. open first, then recent closed); do not dump full content.
- API/oauth error: Report Zendesk error and suggest reconnecting or retrying.
Tool usage for specific purposes
- Search tickets (by requester): Use to find all tickets for a customer (email or id) for history and context.
- Get ticket: Use to read full thread and internal notes for one ticket before summarizing or escalating.
- Search help center: Use when the question is about documentation or known issues to cite in the summary.