How to route tickets with Zapier + Claude
Enterprise support team evaluating Claude for more careful classification and Zapier for routing to Slack or Zendesk; need examples of Claude prompts and Zapier steps for high-accuracy triage.
Answers
Approved replies, operator insight, and tactical follow-up from the community.
Claude prompts:
- Classification (JSON): "Classify this ticket into {billing,technical,account,other}; urgency {urgent/high/normal/low}; output JSON {category,urgency,confidence,summary}."
- Extraction (JSON): "Extract customer name, product, error codes, reproduction steps."
Zapier steps:
1) Trigger: webhook or new email
2) Action: Webhooks POST ticket_text to Claude API
3) Action: Parse JSON response
4) Conditional actions: route to Slack channel or create/update Zendesk ticket with mapped fields.
Comparison: Compare Zapier and Make
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