Stop manual triage in Zendesk. An Orkeste agent reads every new ticket, classifies intent, priority and product area, then assigns it to the right queue. A human reviewer steps in only on low-confidence cases.
How the workflow runs
New ticket detected: Orkeste watches Zendesk for new or updated tickets in real time.
Classify intent: The agent reads subject and body, extracts intent, product, urgency.
Match routing rules: Maps the classification to your existing Zendesk queues and groups.
Human approval on low confidence: Below the confidence threshold, a reviewer confirms the queue in one click.
Assign in Zendesk: The agent updates the ticket fields, assignee group and priority.
Log decision: Every routing call is logged with reasoning for audit and training.
Human-in-the-loop: Tickets below a configurable confidence threshold are queued for human approval before any Zendesk write.
No. It complements them. Triggers fire on hard rules, the agent handles the fuzzy intent classification that rules can't express.
What happens on an ambiguous ticket?
Anything under your confidence threshold is held for human approval. The agent never writes to Zendesk without a clear answer or a reviewer's confirmation.
Can it route to specific agents, not just groups?
Yes. The routing agent can assign to a group, a sub-group, or a named assignee based on workload, skills, or language.
How long does setup take?
Most teams connect Zendesk, describe their queues in plain English and ship the first version in under an hour.