Automate Everything using AI Agents [n8n and Zapier] - 2026

Reference this for the instructions:

When a new support ticket is created in Zendesk

1. Extract the subject and body content from the new support ticket

2. Send the extracted content to an AI model to summarize the issue and classify it into categories such as "billing," "bug," or "IT Support"

If the AI classifies the issue as "billing," then route the ticket or email to the billing department or a designated billing Slack channel, which is billing-support. Ensure that you include the Ticket ID Number Slack: Send Channel Message

Also reference our knowledge base for billing-related questions to send to billing support, as to what may help, given the context of the ticket billing support.pdf

If the AI classifies the issue as "bug," then route the ticket or email to the engineering department or a designated bug reporting Slack channel, which is development-support. Ensure that you include the Ticket ID Number Slack: Send Channel Message

Also reference our knowledge base for bug support-related questions to send to billing support, as to what may help, given the context of the ticket bug support.pdf

If the AI classifies the issue as "IT support," then route the ticket or email to the product department or a designated feature request Slack channel, which is it-support. Ensure that you include the Ticket ID Number Slack: Send Channel Message

Also reference our knowledge base for IT support-related questions to send to billing support, as to what may help, given the context of the ticket IT Support.pdf

Anything else needs to be routed to the General Support Slack channel if it doesn't fit any of the above criteria Slack: Send Channel Message

Expected Outcome: Support tickets are automatically summarized, classified, and routed to the appropriate department or Slack channel based on their category.

All slack messages should be formatted like the following:

New Zendesk Ticket: {{Subject}}

Ticket ID Number: {{Ticket ID}}

Description: {{Description}}

Requester: {{Requester Name}}

Summary: {{AI Summary}}

Steps to resolve: {{AI Suggested Steps}}

Reference this for the instructions:

1. Trigger: When a new message is posted in the designated Slack channel:

Detect intent: Check if the message contains the phrase "update ticket ID:" or "update ticket" followed by a ticket ID number.

2. Extract data:

Extract the ticket ID that appears immediately after the trigger phrase.

Extract the remaining text in the Slack message (after the ticket ID) as the update content.

3. Polish the message: Format the extracted content into a courteous and professional response. This is typically a raw summary from the developer that needs to be cleaned up before being sent to the end user.

If the update content is missing or unintelligible, do not send a message to the end user — the Slack message may have been a typo or incomplete input.

4. Update Zendesk: Use the extracted ticket ID to locate the corresponding ticket in Zendesk.

5. Post update: Add the polished content as a public comment to the ticket in Zendesk.

Zendesk: Add Comment to Ticket

✅ Expected Outcome:
The specified Zendesk ticket is updated with a polished summary based on the Slack message. The update is posted as a public comment, and the end user is notified automatically through Zendesk.