Auto-draft first response to Zendesk tickets

Cut first response time without losing the human voice. An Orkeste agent drafts a reply for every new Zendesk ticket using your help center and past conversations. The agent on shift edits and sends.

How the workflow runs

1. New ticket arrives: Orkeste listens to Zendesk for tickets matching the channels you care about.
2. Retrieve context: Pulls the customer's history, plan and the most relevant help center articles.
3. Draft response: Composes a grounded reply with citations to internal sources.
4. Human review: The draft lands in the Zendesk side panel for the agent to edit and approve.
5. Send and log: Approved reply is sent through Zendesk and stored for future training.

Human-in-the-loop: No reply is ever sent without an explicit click from the human agent.

Works with your stack

• zendesk
• intercom
• google docs

Related workflows

• Automate ticket routing in Zendesk with AI agents
• Summarize Intercom support conversations automatically
• Detect customer sentiment and flag churn risk in Intercom

Questions about this workflow

Will the draft sound like our brand?

Yes. You provide a few example replies and tone guidelines, the writer agent learns the voice over the first weeks of use.

Can it answer technical questions?

It can if the answer exists in your knowledge base. The agent cites the source so the human reviewer can verify before sending.

What if there's no good answer?

The agent flags the ticket as low-confidence and suggests escalation instead of inventing a reply.