Skip to content

Playbook · Marketing agency

Ticket triage for marketing agencies

Acknowledge every support ticket at once, sort it by topic and urgency, page someone for the urgent ones, and tell the team.

Use this templateBrowse the library

Start the 14-day trial, then find it under Templates → Library. It installs into the client you choose, switched off, with its checklist.

Steps
5
Client fills in
6
Accounts
4
Starts
From Zendesk, within seconds

UsesBeta

Every step, in order

Branches show each arm; a step indented under one runs only on that arm. The words are the template’s own, and the client’s fields fill them in.

Why this workflow

A ticket queue is first-in, first-out by default, so severity is invisible until someone opens each one; a customer who is stopped waits as long as one with a question. Sorting and acknowledging on arrival tells the customer they were heard and puts the urgent ones on a phone.

  1. Starts whenA ticket is opened
  2. AgentSort the ticket
  3. Zendesk: Update a ticketAcknowledge it
  4. BranchUrgent?
  5. IfIf yes
  6. TextText whoever is on call
  7. IfIf no
  8. App stepPost to the team

What each client fills in

Business name
How messages sign off.
AI model
The model the client’s key can use.
Topics
Comma-separated: billing, bug, how-to, account.
When a person replies
One sentence the customer reads: “We answer within one working day.”
Owner’s mobile
Texted when something needs a person now.
Team channel
The Slack channel that hears about it.

The accounts it needs

Each is the client’s own, stored encrypted and never copied between clients. Until one is added the client’s checklist shows it, and nothing runs.

  • In the client’s Zendesk: Admin Center → Apps and integrations → APIs → Zendesk API → enable Token access → Add API token. The triggers make webhooks, which needs an admin’s email and token.

  • platform.claude.com → Settings → API keys → Create key, in the workspace that bills this client.

  • In the client’s Slack: api.slack.com/apps → Create New App → OAuth & Permissions → add the chat:write scope (and channels:history, plus groups:history for a private channel, for the message trigger) → Install to Workspace → copy the Bot User OAuth Token. Invite the app to the channel.

After you install it

It lands switched off. The client’s checklist holds exactly this:

  1. Connect the client’s Zendesk, for “A ticket is opened” and “Acknowledge it”
  2. Connect the client’s Anthropic, for “Sort the ticket”
  3. Connect the client’s Twilio (SMS), for “Text whoever is on call”
  4. Connect the client’s Slack, for “Post to the team”
  5. Fill in AI model (The model the client’s key can use)
  6. Fill in Business name (How messages sign off)
  7. Fill in Topics (Comma-separated: billing, bug, how-to, account)
  8. Fill in When a person replies (One sentence the customer reads: “We answer within one working day.”)
  9. Fill in Owner’s mobile (Texted when something needs a person now)
  10. Fill in Team channel (The Slack channel that hears about it)

Related templates

Thrum is cooking.

Get early access and you’ll be among the first in. Early members get a launch perk.

Get early accessSee pricing