Zendesk Customer Context

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 [email protected]?”
  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.