Smart Zendesk Escalation Routing
When a ticket mentions cancellation, lawsuit, or an executive, the agent flags it, pings the on-call manager, and escalates the priority inside Zendesk automatically.
Conversation example
Got a minute? The Contoso ticket from this morning is heating up.
Checking ticket #38291 now...
Ticket #38291 — Contoso payment issue Status: Open (Marcus) Last update: 2h ago (customer reply) New keywords detected: 'cancel our contract', 'refund everything' Account value: $68k/yr (top 5% LTV) I've: - Escalated priority High → Urgent - Reassigned to @lena (billing lead) - Added tag 'save-play' and internal note with full history - Pinged @ceo on WhatsApp per your VIP save-play rule Want me to also draft a personal response from Lena?
More Zendesk use cases
Real-Time Zendesk Ticket Alerts on WhatsApp
Every new Zendesk ticket triggers a webhook. The agent reads the subject, requester, and priority, and posts a clean summary to your support WhatsApp group in seconds.
Proactive Zendesk SLA Breach Warnings
The agent watches every SLA policy on your Zendesk account and pings the assigned agent on WhatsApp 30 minutes before a ticket is about to miss its first-reply or resolution target.
AI Ticket Categorization and Priority
When a new ticket lands, the agent reads the body, classifies the issue, applies Zendesk tags, sets priority, and routes it to the right group — before a human agent ever opens it.
Daily Zendesk Support Metrics Dashboard
Every evening the agent pulls ticket volume, first reply time, resolution time, and CSAT from the Zendesk reporting API and delivers a clean daily dashboard to your WhatsApp.
CSAT Results with Sentiment Flags
The agent reads every incoming CSAT survey response, scores the sentiment, and posts the negatives to WhatsApp instantly — so you can win back unhappy customers before they churn.
Deploy this in minutes
Create a LunoGen agent, connect Zendesk, and start running this workflow from WhatsApp today.