Ticket created
Customer reply
Empty category
Agent asks for a suggestion
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Operations
Desk Ticket Qualification
Classifies a new Desk ticket, suggests a knowledge-base article, and drafts a reply for the agent to send.
Implement Desk Ticket Qualification.
InterConnecta configures the published Zoho connection and adds the rules. OpenAI, Anthropic, or Gemini can run the AI step.
Talk to a specialistWorkflow
When Ticket createdCustomer replyCategory emptyArticle suggestion requested
Solution
Qualify the ticket before the agent answers.
Agents read each new ticket to pick a department, a priority, and an article.
A new Zoho Desk ticket is classified, a published knowledge-base article is suggested, and a reply is drafted for the agent to send.
Input systems
Zoho Desk
Origin
Zoho Desk Knowledge Base
Result
Execution path
Origin Ticket created
Customer reply · Category empty · Article suggestion requested
AI processing Classify department and priority from the ticket text, suggest one published article, and draft a reply. Do not send the reply to the customer. OpenAI, Anthropic, or Gemini can run this step.
- Subject and description
- Customer history
- Published articles
- Department list
Actions
- Set department and priority
- Attach the suggested article
- Save the draft reply as a private comment
- Leave the ticket assigned to the queue
Result The agent opens a ticket that already has a department, an article, and a draft reply.
How this flow runs.
- 01
Zoho Desk
Starts when Ticket created, Customer reply, Category empty, Article suggestion requested.
- 02
Ticket text
Reads Subject and description, Customer history, Published articles, Department list.
- 03
Run the AI step
Classify department and priority from the ticket text, suggest one published article, and draft a reply. Do not send the reply to the customer. OpenAI, Anthropic, or Gemini can run this step.
- 04
Zoho Desk
The agent opens a ticket that already has a department, an article, and a draft reply.
Key benefits
Department set from the text
One published article suggested
Reply stays a draft
Queue assignment unchanged
Ideal for
Support teams that triage new Zoho Desk tickets against a knowledge base.