[Cotlet](https://cotlet.dev/index.md) · [Integrations](https://cotlet.dev/integrations.md) · [How it works](https://cotlet.dev/how-it-works.md) · [Use cases](https://cotlet.dev/use-cases.md) · [Security](https://cotlet.dev/security.md) · [For developers](https://cotlet.dev/for-developers.md) · [For automation agencies](https://cotlet.dev/for-agencies.md) · [Blog](https://cotlet.dev/blog.md) · [API docs](https://cotlet.dev/docs.md) · [Help center](https://cotlet.dev/help.md) · [Changelog](https://cotlet.dev/changelog.md) · [Contact](https://cotlet.dev/contact.md) · [Pricing](https://cotlet.dev/pricing.md) · [Sign up](https://cotlet.dev/signup)

# Triage new Zendesk tickets with AI

> Set priority, group and tags on new Zendesk tickets by what each customer wrote, with an internal note for why. Runs daily, you keep the edge cases.

Source: https://cotlet.dev/integrations/zendesk-api-mcp-server/triage-new-support-tickets

Overnight tickets pile up in the view for new tickets, and every morning someone opens each one to read it, pick a priority and a group, and add a tag before anybody can start answering.

Cotlet does it in your own Zendesk account with search\_tickets, get\_ticket, list\_groups, update\_ticket and add\_internal\_note, called by your AI agent, an n8n workflow or a script.

[Sign up free](https://cotlet.dev/app/signup?app=zendesk) [All Zendesk tools](https://cotlet.dev/integrations/zendesk-api-mcp-server.md)

Hosted · nothing to install or maintain

## Can Zendesk do this on its own?

Zendesk triggers set priority, group and tags from conditions you define, and bulk edit applies one set of values to the tickets you select (checked 16 Oct 2026). Both apply values you decided in advance. Neither reads a single ticket and chooses the values by what the customer wrote, which is the gap this job fills.

## How you do it in Zendesk today

1. An admin builds a view for new tickets under Admin Center > Workspaces > Agent tools > Views, with a condition on status, so the queue of tickets that need triage is one list.
2. An agent opens each ticket from the view and reads the description, which is the first comment, whether the customer sent it by email or a form.
3. In the ticket properties panel the agent sets Priority (Low, Normal, High or Urgent), the Assignee field (a group, or an agent and a group) and tags.
4. For a run of similar tickets, the agent selects them in the view and uses Edit, which applies one set of values to up to 100 tickets at a time.
5. The reading is the slow part and it repeats every morning, so triage is the first thing to slip when the queue is long.

## How to triage new Zendesk tickets with AI

Prompt

```
Go through new Zendesk tickets. Set priority from what the customer wrote, assign billing questions to the Billing group and bugs to Tier 2, add a tag, and leave a one-line internal note with the reason. Leave unclear ones for me.
```

1. 01  
### Collect what is new  
search\_tickets runs with status:new and your window, and pages through the cursor until the list ends, so a Monday backlog is triaged as one batch and not only its first page.
2. 02  
### Read each ticket  
get\_ticket brings the description and any comments, so the priority comes from what the customer wrote and not from the subject line alone.
3. 03  
### Map to real groups  
list\_groups runs once. Your rule ("billing questions go to Billing") is matched to a group that exists, and a rule that names a missing group is reported, not guessed.
4. 04  
### Set the fields  
update\_ticket sets priority, group and tags on the clear cases. A priority the field does not allow is reported instead of forced. Every call asks for your OK until you switch confirmation off for update\_ticket.
5. 05  
### Leave the reason  
add\_internal\_note records one line per ticket on why it got that priority and group, so the agent who opens it sees the logic and can overrule it.
6. 06  
### Skip what moved  
Right before writing, the agent checks the ticket was not updated since it read it. A ticket that a colleague already took is logged as handled and left alone.

### What you get back

Example data

```
New tickets read: 14
Triaged 11:
- 4 to Billing, priority normal (refund and invoice questions)
- 3 to Tier 2, priority high (login errors with a screenshot)
- 4 to Support, priority low (how-to questions)
Left for you 3:
- #48244 asks for a refund and threatens a chargeback
- #48251 is one line, "it does not work"
```

### Other ways to ask

- Every hour, find tickets from customers who wrote "urgent" or "down" and set them to Urgent, then list them for me.
- Tag every new ticket with the product it mentions, using the tags I use now, and change nothing else.
- Show me how you would triage today's new tickets as a table and write nothing to Zendesk.
- Triage only tickets without an assignee that are older than 2 hours.

## What Zendesk allows, and what to know first

- Zendesk bulk edit updates at most 100 tickets at once and cannot update closed tickets.
- Priority has four values, Low, Normal, High and Urgent, and an admin can restrict the field to Normal and High. If the Priority field is deactivated, SLA targets do not apply.
- Once a ticket leaves the New status it can never be set back to New, so views and automations built on New stop matching it.
- Tickets cannot be assigned to light agents or collaborators, only to agents and groups.
- Zendesk bulk edit skips a ticket that changed after the bulk action began and reports an error for it, which is the same rule this job follows.

update\_ticket and add\_internal\_note ask for your OK by default. To run it daily without you, switch confirmation off for those tools in your dashboard.

Sources: [Zendesk Help: Creating views to build customized lists of tickets](https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-build-customized-lists-of-tickets) · [Zendesk Help: Managing tickets in bulk](https://support.zendesk.com/hc/en-us/articles/4408886890906-Managing-tickets-in-bulk) · [Zendesk Help: About ticket fields](https://support.zendesk.com/hc/en-us/articles/4408886739098-About-ticket-fields) · [Zendesk Help: Manually assigning a ticket](https://support.zendesk.com/hc/en-us/articles/4408887127450-Manually-assigning-a-ticket) · [Zendesk Help: About open vs. pending and on-hold tickets](https://support.zendesk.com/hc/en-us/articles/4408843029658-About-open-vs-pending-and-on-hold-tickets)

## Call update\_ticket from a script

curl

```
curl -X PATCH https://cotlet.dev/api/v1/zendesk/tickets/48230 \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"priority":"high","group_id":3341,"add_tags":["billing","refund"]}'
```

Example response

```
{
"ticket_id": 48230,
"status": "new",
"priority": "high",
"assignee_id": null,
"group_id": 3341,
"group": "Billing",
"tags": [
"billing",
"refund"
],
"updated_at": "2026-10-16T09:02:00Z"
}
```

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is zendesk\_write → update\_ticket. Example data.

[Schedule it in n8n, Make, Zapier or cron](https://cotlet.dev/integrations/zendesk-api-mcp-server.md#automations)

## Zendesk tools this automation uses

__Cotlet Zendesk tools used to triage new Zendesk tickets with AI__
| Tool | Parameters |
| ------------------- | --------------------------------------------------------------------------------------- |
| search\_tickets | query, sort\_by, sort\_order, limit, cursor |
| get\_ticket | ticket\_id |
| list\_groups | none |
| update\_ticket | ticket\_id, status, priority, assignee\_id, group\_id, add\_tags, remove\_tags, subject |
| add\_internal\_note | ticket\_id, body |

[All 12 Zendesk tools with descriptions](https://cotlet.dev/integrations/zendesk-api-mcp-server.md#tools)

## Frequently asked questions

### Is it safe to connect Zendesk to Cotlet?

Yes. You sign in to Zendesk yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Zendesk once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

## More Zendesk automations

- [Follow up on pending Zendesk tickets](https://cotlet.dev/integrations/zendesk-api-mcp-server/follow-up-on-pending-tickets.md)
- [Apply Zendesk macros to tickets automatically](https://cotlet.dev/integrations/zendesk-api-mcp-server/apply-macros-to-tickets.md)
- [Zendesk API and MCP server: every tool](https://cotlet.dev/integrations/zendesk-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to Zendesk.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with Zendesk.

[Sign up free](https://cotlet.dev/app/signup?app=zendesk)

---

Give your AI agents your signed-in browser.

**Product:** [Integrations](https://cotlet.dev/integrations.md) · [Use cases](https://cotlet.dev/use-cases.md) · [How it works](https://cotlet.dev/how-it-works.md) · [Pricing](https://cotlet.dev/pricing.md) · [Security](https://cotlet.dev/security.md)

**Resources:** [Blog](https://cotlet.dev/blog.md) · [API docs](https://cotlet.dev/docs.md) · [Help center](https://cotlet.dev/help.md) · [Changelog](https://cotlet.dev/changelog.md) · [GitHub](https://github.com/cotletdev/cotlet)

**Solutions:** [For developers](https://cotlet.dev/for-developers.md) · [For automation agencies](https://cotlet.dev/for-agencies.md)

**Company:** [About](https://cotlet.dev/about.md) · [AI info: company facts](https://cotlet.dev/ai-info.md) · [Contact](https://cotlet.dev/contact.md)

**Legal:** [Terms of service](https://cotlet.dev/terms) · [Privacy policy](https://cotlet.dev/privacy) · [Refund policy](https://cotlet.dev/refunds) · [Acceptable use](https://cotlet.dev/acceptable-use) · [Cookie policy](https://cotlet.dev/cookies) · [DPA](https://cotlet.dev/dpa) · [Subprocessors](https://cotlet.dev/subprocessors)

**Elsewhere:** [Status page](https://status.cotlet.dev) · [Cotlet on GitHub](https://github.com/cotletdev) · [Cotlet on X](https://x.com/cotletdev) · [Cotlet on LinkedIn](https://www.linkedin.com/company/cotletdev) · [Cotlet on Product Hunt](https://www.producthunt.com/products/cotlet) · [Cotlet on Crunchbase](https://www.crunchbase.com/organization/cotlet) · [Cotlet on SaaSHub](https://www.saashub.com/cotlet)

Cotlet is an independent service. It is not affiliated with, endorsed by or sponsored by any of the products listed on this site. Product names are trademarks of their respective owners.

## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.