Ticketing Escalation Risk Analyzer
Automatically evaluates ticket conversations for sentiment, urgency, and escalation triggers using AI, providing proactive risk insights and recommended actions to prevent critical customer issues.
This workflow provides intelligent escalation risk analysis for Zendesk tickets by examining complete conversation histories using AI. It's designed for support team leads and managers who need to proactively identify at-risk customer interactions before they escalate into serious issues. The system analyzes ticket conversations for sentiment, urgency patterns, and escalation triggers to recommend appropriate actions and priorities.
Documentation
Description
This workflow provides intelligent escalation risk analysis for Zendesk tickets by examining complete conversation histories using AI. It's designed for support team leads and managers who need to proactively identify at-risk customer interactions before they escalate into serious issues. The system analyzes ticket conversations for sentiment, urgency patterns, and escalation triggers to recommend appropriate actions and priorities.
The process is as follows:
- Triggers on a schedule or manually to fetch all Zendesk tickets for analysis.
- Processes each ticket individually to retrieve complete conversation histories via Zendesk API.
- Analyzes ticket conversations using OpenAI GPT to detect escalation triggers like refund demands, threats, legal mentions, and customer frustration.
- Extracts structured risk assessment data including risk scores, priority levels, and recommended actions.
- Automatically sends escalation alerts for high-risk tickets via detailed HTML email notifications.
- Logs all analysis results to Google Sheets for comprehensive monitoring and reporting.
Benefits for Customers / Users
- Proactive Risk Detection – Identifies potential escalation triggers before they become critical issues, allowing early intervention.
- Data-Driven Prioritization – Uses AI-powered risk scoring to objectively prioritize tickets based on actual conversation content.
- Automated Escalation Workflow – Streamlines the escalation process with structured recommendations and immediate alerting.
- Comprehensive Conversation Analysis – Examines full ticket histories chronologically to detect escalating frustration patterns.