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Know which Zendesk tickets to work first, and why
For support leads who want an unsolved Zendesk queue ranked by priority, due date and staleness, by asking their AI assistant.
On this page
Connector
Connect Zendesk, pick your AI tool and paste the prompt.
The problem
An unsolved queue with no clear place to start
An unsolved Zendesk queue mixes urgent tickets, overdue ones, unassigned work and tickets nobody has touched in days. Deciding what to work first means scanning the whole list and weighing each one.
Without PopdockAI
- Scan the full queue by priority
- Check due dates and assignees one by one
- Spot stale tickets by their last update
- Miss patterns across organizations and agents
With PopdockAI
- New, open and pending tickets are read together
- Each is scored on priority, due date, assignee and staleness
- The top 15 come with the reason for their place
- It recommends and changes nothing
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Triage the unsolved Zendesk tickets for group `{group-name}` (leave blank for every group), created in the last `{lookback-days}` days (default 30), and say which to work first.
**Step 1: Confirm the group**
If `{group-name}` is given, call `zendesk-get-group` with group-name set to it and deleted set to false. If nothing matches, retry with group-name.contains and list the matches. If more than one group matches, list them and stop.
**Step 2: Pull the queue**
Call `zendesk-get-ticket` once for each of the statuses new, open and pending, with group-name set to the confirmed group (if any) and created.from set to today minus `{lookback-days}` days in YYYY-MM-DD form. Use max-records 200 per call.
**Step 3: Rank**
Score every ticket on these, in order of weight:
* priority: urgent, then high, then normal, then low (blank counts as normal)
* due-date already passed, or within 24 hours
* no assignee-name (unassigned)
* status new older than 24 hours (nobody has picked it up)
* age since created-date, and time since updated-date (stale if no update in 3+ days)
**Step 4: Report**
1. A one-line count: total unsolved, by status, and how many are unassigned.
2. A table of the top 15: ticket-id, subject, priority, status, assignee-name (or Unassigned), requester-name, organization-name, age in days, and the reason it ranks where it does.
3. A short list of patterns: the same organization-name or requester raising several tickets, or one assignee holding most of the urgent work.
**Rules & Guidelines:**
* This prompt is read-only. Do NOT call `zendesk-update-ticket`, `zendesk-add-ticket`, `zendesk-add-ticket-comment` or any other add, update or make tool.
* Recommend assignments or priority changes in the report; do not make them.
* Do not guess at ticket content beyond the subject; say when a ranking rests on metadata only.
**Validation:**
* If every call returns nothing, say the queue is empty for those filters and stop.
* If a call hits the max-records limit, say the result may be truncated.Who it's for
One answer, three teams that use it
Support team leads
Start the day with a ranked queue
See the top 15 tickets to work first, with the reason each ranks where it does.
What should the Tier 1 group work first in Zendesk today?
Support agents
Know what to pick up next
Find overdue, unassigned and untouched tickets quickly instead of scrolling the queue.
Triage all unsolved Zendesk tickets from the last 14 days and show me the top 15.
Support managers
Spot patterns behind the queue
See when one organization raises many tickets or one agent holds most of the urgent work.
Triage the Zendesk queue for the last 60 days and tell me which organizations or agents stand out.
How it works
What PopdockAI does when you ask
You name a period and optionally a group, and your AI assistant scores every unsolved ticket. It explains each ranking and leaves the changes to you.
01
Ask
You name a lookback period, and optionally a group.
02
Read
It reads the new, open and pending tickets.
03
Rank
It scores each on priority, due date, assignee, untouched new tickets and staleness.
04
Report
You get counts, the top 15 with reasons and patterns worth acting on.
What PopdockAI provides
The tools behind the answer
Ready made tools for Zendesk and one secure connection to your AI tool. No code, no exports.
zendesk-get-group
zendesk-get-ticket
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
Work the tickets that matter, with a reason for each
Related use cases
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One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
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