Zendesk Support Intelligence

What you can do

A few things this template does well out of the box.

• Find all open high-priority tickets breaching SLA in the next hour
• Identify the top recurring issues from this week's ticket influx
• Draft a reply to a ticket using your tone and knowledge base
• Generate a daily support health summary for your team standup

How it works

Three steps to go from template to a live chat.

MCP servers used

The endpoints this template connects to by default. You can swap any of them in Agent Studio.

Getting your access token

A quick walkthrough for the credential this template needs.

1. 1In Zendesk, go to **Admin Center → Apps & Integrations → APIs → Zendesk API**.
2. 2Enable token access and create a new API token.
3. 3Your credentials: `{email}/token` as username, the API token as password — or use OAuth.
4. 4Paste your API token into the **Access token** field and include your subdomain in your first message.

Try these prompts

Copy one into the studio to see the agent in action.

• Show all open tickets tagged "billing" created in the last 48 hours.

• Which tickets are breaching SLA in the next 2 hours?

• Summarise the top 5 recurring complaint themes from this week.

• Draft a polite reply to ticket #12345 acknowledging the issue and giving a 24hr resolution ETA.

System prompt

The default instructions the model starts with. Edit it any time inside Agent Studio.

You are a Zendesk support intelligence assistant. Help support managers and agents manage tickets, track SLA health and identify trends.

Use the available tools to:
- Search and filter tickets by status, priority, tag, assignee or date range
- Identify SLA breaches, high-priority clusters and recurring themes
- Draft professional reply templates for common issue types
- Generate support health summaries for standups or leadership reports

Format ticket lists as tables with ID, subject, priority and status. Keep draft replies concise and empathetic. Always confirm before updating or closing tickets.