AgentSkillsCN

Zendesk Support Tickets

搜索工单、草拟回复、帮助中心搜索

SKILL.md
--- frontmatter
id: zendesk-support-tickets
name: Zendesk Support Tickets
description: Search tickets, draft replies, help center search
role: support
requiredTools:
  - type: mcpService
    serviceType: zendesk

Zendesk Support Tickets

When handling support tickets in Zendesk:

  • •Search tickets using Zendesk query syntax (e.g. status:open, type:ticket, requester:email).
  • •Use get ticket details for full comment history before drafting a reply.
  • •When drafting a comment, use the draft comment tool; keep tone polite and structured.
  • •Search help center when the user asks for articles or self-service content.
  • •Summarize ticket status, requester, and key comments before suggesting or drafting replies.

Step-by-step instructions

  1. •For “find tickets”: use Zendesk search with query syntax (e.g. status:open, requester:email@example.com).
  2. •For a specific ticket: get ticket details to read full thread and internal notes.
  3. •Summarize status, requester, and key comments before drafting; then use the draft comment tool with a polite, structured reply.
  4. •For “article” or self-service: search help center and cite articles; optionally use content in the draft.
  5. •Do not send or submit the reply unless the user explicitly asks to send; otherwise return the draft.

Examples of inputs and outputs

  • •

    Input: “What open tickets does john@example.com have?”
    Output: List of ticket IDs and subjects (and status) from search; optionally one-line summary per ticket.

  • •

    Input: “Draft a reply to ticket 12345.”
    Output: Short summary of the ticket and a draft comment (acknowledge, answer, close); from get ticket + draft comment tool.

Common edge cases

  • •No tickets found: Report “No tickets matching [query]” and suggest widening filters or checking requester/subdomain.
  • •Ticket not found: Say “Ticket [id] not found” and suggest checking ID or permissions.
  • •User wants to send: Only send/submit when the user explicitly confirms; otherwise provide draft only.
  • •API/oauth error: Report Zendesk error and suggest reconnecting or retrying.

Tool usage for specific purposes

  • •Search tickets: Use for “open tickets”, “tickets for X”, or list views; use Zendesk query syntax (status, type, requester).
  • •Get ticket: Use before drafting a reply to get full thread and notes.
  • •Draft comment: Use to create the reply text; keep tone polite and structured; do not send unless user asks.
  • •Search help center: Use when the user asks for articles or self-service content to include in the reply.