Ticket triage + escalation (Zendesk → IF → Jira/Slack → log)
Résumé rapide
Déclencheur
Zendesk - New Ticket
Étapes
8
Parcours
Zendesk - New Ticket → Code - Extract product/module + customer tier → IF: Bug report? → IF: VIP customer? → Slack - Post Message (#support) → Google Sheets - Append Row (Ticket routing log)
Lanes
5
Intégrations
Google Sheets, Jira, n8n, Slack, Zendesk
Code FlowZap
support { # Support
n1: rectangle label:"Zendesk - New Ticket" system:"Zendesk"
n2: rectangle label:"Code - Extract product/module + customer tier" system:"n8n"
n1.handle(right) -> n2.handle(left) [label="Ticket data"]
}
triage { # Triage
n3: diamond label:"IF: Bug report?" system:"n8n"
n4: diamond label:"IF: VIP customer?" system:"n8n"
n2.handle(right) -> triage.n3.handle(left) [label="Classify"]
n3.handle(bottom) -> triage.n4.handle(top) [label="No → Check VIP"]
}
engineering { # Engineering
n5: rectangle label:"Jira - Create Issue" system:"Jira"
n6: rectangle label:"Slack - Notify #eng-triage" system:"Slack"
n3.handle(right) -> engineering.n5.handle(left) [label="Yes → Create bug"]
n5.handle(right) -> engineering.n6.handle(left) [label="Assigned"]
}
customer { # Customer
n7: rectangle label:"Slack - Post Message (#support)" system:"Slack"
n4.handle(right) -> customer.n7.handle(left) [label="VIP → Escalate"]
n4.handle(bottom) -> customer.n7.handle(top) [label="Non-VIP → Standard"]
}
audit { # Audit
n8: rectangle label:"Google Sheets - Append Row (Ticket routing log)" system:"Google Sheets"
engineering.n5.handle(bottom) -> audit.n8.handle(top) [label="Log"]
customer.n7.handle(bottom) -> audit.n8.handle(top) [label="Log"]
}