Example Workflow - Detect a Thank You Only response to a Solved Ticket – Swifteq Ltd

In this example, a Workflow is set up to detect a Thank You Only response to a resolved ticket:

A ticket is "Solved" and the customer sends a thank you note, without any additional information. This response reopens the ticket. ChatGPT detects this and sets a thank_you_only Tag in the ticket which can be used in a Zendesk Trigger to automatically reset the ticket to "Solved".

For general information on setting up Workflows, refer to Configuring the Workflows for the Triggers+ChatGPT App.

In this Article
Creating the Workflow
Name and Trigger
Action that is Made by OpenAI ChatGPT
Zendesk Action
Enable the Workflow and Save
Opening the Trigger that is Created
Creating a Zendesk Trigger that Automatically Sets a Ticket with the Tag to Solved
How the Workflow Detects the Thank You Note and Updates the Tag

Creating the Workflow

Name and Trigger

Name

Enter the Name, for example, Detect Thank You Notes.

Trigger

This selects the Zendesk Trigger to use, and whether this is when the ticket is Created or Updated.

Select When a ticket is updated (new Trigger) to create a new Trigger.

You can also select an existing Trigger that has already been created for a Triggers+ChatGPT Workflow. For details on this, refer to Trigger in Configuring the Workflows for the Triggers+ChatGPT App.

Action that is Made by OpenAI ChatGPT

The next fields determine what ChatGPT does. For this example, the following is added to the Workflow.

OpenAI ChatGPT Action

Select the OpenAI ChatGPT Action as Detect Thank You Only

GPT-4 or GPT-3.5

In order to properly use, or to test, Triggers+ChatGPT you need to have a paid OpenAI API account.

For further information, refer to Open API Key in Configuring the Workflows for the Triggers+ChatGPT App.

OpenAI API Key

The first time you set up a Workflow, you need to enter your OpenAI API Key which allows Triggers+ChatGPT to communicate with the OpenAI services.

If you have already saved your key you will not need to enter this again. For details, refer to Open API Key in refer to Configuring the Workflows for the Triggers+ChatGPT App.

The following is how this example looks when setting up the Workflow.

093 Example Thank You Only Triggger and Action.gif

Zendesk Action

Next, configure what the Zendesk Action does when it performs the Update Ticket.

Add Tag to Ticket

For this example, if the relevant text in the ticket is detected as a Thank You Only, a Tag will be added to the ticket as "thank_you_only".

094 Example Thank You Only Zendesk Action.gif

Enable the Workflow and Save

Enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save.

095 Example Thank You Only Enable.gif

The Configuration displays and includes the saved Workflow.

You can open and edit the Workflow at any time from the Triggers+ChatGPT Configuration. If you want to check or make changes to the Trigger for the Workflow in your Zendesk Admin Center before enabling it, you can leave it as disabled, check the Trigger then open the Workflow and enable it.

Refer to Editing a Workflow in Configuring the Workflows for the Triggers+ChatGPT App.

Opening the Trigger that is Created

This example Workflow was configured by selecting When a ticket is updated (new Trigger). When the Workflow is saved, this automatically creates a Zendesk Trigger in your Zendesk Admin Center. You can open the trigger in your Zendesk Admin Center directly from the Workflow by clicking View Trigger.

096 Example Thank You Only View Trigger.gif

Creating a Zendesk Trigger that Automatically Sets a Ticket with the Tag to Solved

The following is an example of the Zendesk Trigger to create that will set any tickets with the tag thank_you_only to "Solved".

097 Example Thank You Only Zendesk Trigger.gif

How the Workflow Detects the Thank You Note and Updates the Tag

The following is an example of how this Workflow detects the thank you note and updates the Tag in the ticket.

This is an example of the ticket that has been created by the customer, and the response back with the ticket set as "Solved".

098 Example Thank You Only Ticket and Reply.gif

The customer sends a response to this as a thank you which reopens the ticket.

The app detects the message and sets a Tag in the ticket of thank_you_only.

099 Example Thank You Only Responds and Tag.gif

The Zendesk Trigger runs and sets the status of the ticket with the Tag thank_you_only as "Solved".

100 Example Thank You Only Solved.gif