Zendesk automation that reduces manual work
Routing recurring tickets, looking up data, answering follow-up questions: many of these tasks can be automated in Zendesk. We work with you to identify the right workflows and implement them using rules, Action Flows, AI or custom solutions.
So your team has more time for cases that need personal support.
One request, one workflow
“Where is my order #1842?”
Order #1842 identified
The order number from the ticket is passed to the online store.
#1842: Parcel in transit
The shipping status is included directly in the reply.
Reply sent
“Your parcel is on its way. You can track your delivery here.”
Which type of Zendesk automation fits your needs?
A Zendesk workflow can be a simple rule or a sequence of steps across multiple systems. We always start with your process and your needs: what triggers the workflow, what information does it need, and when should a person take over? The right automation options depend on the workflow and your Zendesk plan.
Zendesk triggers
Respond when a ticket is created or updated. For example, a request submitted through a specific form is assigned directly to the right team.
Time-based automations
Respond to elapsed time and are checked hourly. For example, a ticket left unaddressed for too long triggers a reminder or escalation.
Action Builder and Action Flows
Connect multiple steps in Zendesk and external systems. For example, look up data, update a record and trigger a follow-up action.
AI and custom solutions
Interpret content, answer suitable routine questions or add missing functionality. We assess what Zendesk already covers and where apps or custom code are needed.
Automate beyond Zendesk with Action Builder and Action Flows
Zendesk Action Builder lets you create visual Action Flows: an event or schedule starts a workflow that retrieves data, makes decisions and performs actions. This connects steps in Zendesk with steps in integrated systems.
One possible workflow: ticket with an order number → retrieve the order status from the online store → perform the appropriate follow-up action → record the result in the ticket. We check which steps are available for your systems.
We handle process design, data mapping, testing and operation. If a suitable connection or action is missing, we add it using Custom Actions, apps or custom code.
Actions in Zendesk
Update tickets, users, organisations or other records as needed. We make sure the necessary data is available and the workflow follows your rules.
Steps in external systems
Use order, CRM or telephony data in your workflow. We assess existing connections and build the right extension if your requirements go further.
Plan for errors and exceptions
A process also needs a path for missing data, unavailable systems and unclear results. We include feedback, monitoring and human handovers in the design.
Route tickets based on their content
At The Quality Group, ticket content is analysed using NLP to identify requests and guide how they are handled. Order data can be added and chats summarised, so the team does not have to sort every request manually first.
From the request to the right team
“I would like to return my order #1842 .”
Return request identified
The ticket content is analysed to identify the topic and the responsible team.
Order data for #1842 added
The order provides the context needed to handle the request.
Assigned to the returns team
The responsible team receives the request with the relevant order data.
From question to answer
“How do returns work?”
Returns question identified
The agent classifies the request and checks the context.
Returns process retrieved
Approved information provides the basis for the answer.
Reply sent
“You can register your return through our returns portal.”
Answer routine questions automatically
Where is my order? How do returns work? For recurring requests bots and AI Agents can provide appropriate answers or start a defined workflow. At The Quality Group, a status bot helps with delivery enquiries.
For complex or unclear cases, we include a handover to your team in the workflow.
Order processes without duplicate data entry
A cancellation request arrives in Zendesk, while the order is stored in SAP. Instead of transferring information manually, a suitable integration can trigger the next step in the process.
Together, we define which checks are needed and which cases require approval. This turns a ticket into a traceable business process.
From the ticket to the next step
“Please cancel my order #1842.”
Order #1842 checked
The integration checks the details and the current order status.
Cancellation approved
A responsible team member confirms the request if the workflow requires approval.
Cancellation initiated in SAP
The result is recorded in ticket #4824.
The right signature in the ticket
A reply for the German brand
The ticket is handled by the “Service DE” team.
Brand and language identified
The ticket context determines the appropriate sender details.
Sign-off and contact details added
The appropriate template is inserted into the reply.
The correct signature is included
“Kind regards, your service team”
Add the right signature for each ticket
Multiple brands, languages or teams need different signatures. Dynamic signatures automatically add the appropriate sign-off and sender details.
A small automation with a noticeable benefit: less copying, fewer mix-ups and consistent replies.
Your Zendesk Premier Partner
With Zendesk, we deliver tailored customer service projects – from adapting the platform to your internal processes and systems to automation, custom apps and integrations with your backend systems. Talk to us about how we can improve your customer service too! Contact usHow we get started with your Zendesk automation
- 1
Identify recurring work
We review your tickets and workflows together. Where does your team regularly sort, copy, look up information or follow up? - 2
Choose the right approach
We use existing Zendesk features when they can reliably do the job. For workflows spanning multiple systems, we add Action Flows, apps or custom solutions. - 3
Roll out with confidence
We test standard cases, exceptions and human handovers. Then we document the solution and train your team. - 4
Measure the impact
Together, we define how you will measure the improvement — for example, fewer manual steps, shorter response times or a lower error rate.
Where AI adds value to your Zendesk workflows
Intelligent Triage
Identifies topic, language, sentiment and relevant details in tickets. Classification is included with Zendesk Suite or Support Professional and above, even without Copilot. Copilot is still required to use these fields in workflows.
AI Agents and Copilot
AI Agents handle suitable customer requests independently. Copilot supports your team with context, suggestions and approved actions. The right option depends on whether you want to automate a process or help people handle it more effectively.
Custom Agents
Can support defined workflows in the background. Agent Builder is currently in an early access phase, so we check its availability and suitability for your use case.
What Zendesk automation changes in day-to-day work
Less manual work, shorter waits and processes that scale: these customer stories show results from their respective overall projects with Leafworks.
Looking for more examples? Visit our customer page for more Zendesk projects across different industries and company sizes.
View all customer projectsWhich task would you like Zendesk to take off your hands?
Show us where your team is losing time today. Together, we identify which workflows can be automated, which data and systems are needed, and where personal support remains essential.What you get from Leafworks
- Selection and prioritisation of worthwhile use cases
- Configuration of rules, Action Flows and suitable AI features
- Apps, integrations and custom extensions
- Testing, documentation and training for your team
- Support and optimisation after rollout
Maik Isernhinke
CRM expert
- CRM
- Automation
- Integrations
- Business Intelligence / BI
- Zendesk
- Digital transformation
- Custom MVPs
