AgentSkillsCN

Zendesk Customer Context

工单历史记录、请求人上下文

SKILL.md
--- frontmatter
id: zendesk-customer-context
name: Zendesk Customer Context
description: Ticket history, requester context
role: support
requiredTools:
  - type: mcpService
    serviceType: zendesk

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

  1. •For “context for customer X”: search tickets by requester (email or id); get details for the most relevant tickets.
  2. •Summarize ticket history: open vs closed, dates, subjects, and key resolution or escalation points.
  3. •For a specific ticket: get ticket details and summarize status, requester, and main comments/notes.
  4. •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.