In this example, a Workflow is set up for Triggers+ChatGPT to do the following:
When a new ticket is created, using the text in the Last Customer Comment in the ticket and the Categorize action, the ticket is categorized. These Categories are then added as Tags in the ticket.
For this example, which is Categorizing a ticket, we recommend using Add Tag to Ticket as the Zendesk Action, rather than a Set Custom Field Value.
If the Custom Field you are trying to update is a drop-down field, the value to be updated needs to match, not the values in the dropdown, but the tags associated with them. For information about using drop-down Custom Fields, and how these are set up and used by Zendesk, refer to FAQ for Triggers+ChatGPT.
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
Adding More than One Category
Zendesk Action
Enable the Workflow and Save
Opening the Trigger that is Created
Making Changes to the Zendesk Trigger for the Categorize Workflow
How the Workflow Categorizes the Ticket and Updates the Tag
Creating the Workflow
The following is a summary of how to set up the Workflow for this example.
Name and Trigger
| Name | Enter the Name, for example, Categorize Ticket. |
| Trigger |
This selects the Zendesk Trigger to use, and whether this is when the ticket is Created or Updated. You can select When a ticket is created (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 Categorize. |
| 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. |
| Categorize Text From |
In this example, the workflow is being set up to Categorize text from the Last Customer Comment. |
| Categories |
Click the + button next to Categories to add a new Category. This displays the fields to add the Name and the Description of the Category. |
| Category Name |
Enter the Category Name.
Note: In this example the Category will be added as a Tag to the ticket. If you enter the Category Name with upper and lower cases characters and with spaces (such as "Where Is My Order"), the Name will be added as a Tag formatted in lowercase and with spaces replaced by underscores (_) so for this example the Tag will be added as "where_is_my_order".
|
| Category Description |
Enter category description with examples You then need to tell ChatGPT what to look for in text, using plain English. These are the ChatGPT prompts. Describe the text that a customer might enter and be as specific as you can. You can have as many rules as you need. Also give examples of the text. For this example, the Category Description is added as the follows. The customer has not received the order and is waiting for delivery. For example, Unfortunately I still do not have information about the deliver. I have not received my order and I am waiting for delivery. When can I expect to receive my order? |
The following is how this example looks when setting up the Workflow.
If the category is not detected in the Customer's Comment, this will not add the Category to the ticket.
Adding More than One Category
When using Categorize, you can add more than one Category.
Click the + button next to Categories to add a new Category.
In the following example, another Category has been added to determine if the customer is frustrated. If this is detected in the customer's comment, this will also include an additional Category as a Tag.
If the category is not detected in the Customer's Comment, this will not add the Category to the ticket.
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 is found in the Last Customer Comment, a Tag will be added to the ticket with the Category Name. |
Enable the Workflow and Save
Enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save.
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 created (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.
Making Changes to the Zendesk Trigger for the Categorize Workflow
There are changes needed to the Conditions in this Trigger and you can open it directly from the Workflow by clicking View Trigger.
The Zendesk Trigger Swifteq New Ticket - Categorize Ticket displays in your Zendesk Admin Center.
The following is an example of how the Trigger is initially set.
You can make changes to the Trigger, For example, you can make changes to the Conditions so that it is triggered either when a ticket is Created or Updated. If you make any changes, ensure that these are also relevant for any other Workflows that the Trigger is used in.
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Remove the Conditions in the Meet ALL of the following conditions section.
Ticket > Ticket Is Created
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Add the following Conditions in the Meet ANY of the following conditions section.
Ticket > Ticket Is Created
Ticket > Ticket Is Updated
The following shows how the Conditions should be se in the Zendesk Trigger after the changes.
If you wanted, for example, to assign the ticket to a given Group or Agent based on the Tag, you can set up a separate Trigger directly in your Admin Center to perform this additional action. The Conditions and Action in the additional Trigger could be set as in the following example.
How the Workflow Categorizes the Ticket and Updates the Tag
The following is an example of how this Workflow categorizes the ticket and updates the Tag in the ticket.
This is an example of the email that is sent by the customer.
The email arrives and creates a ticket.
A few moments after the ticket is created, the Workflow triggers and updates the Tag with the Categories based on the text in the Customer Comment.
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