Filter newly created Zendesk tickets by language and send notifications to Telegram

Launch this workflow to connect Zendesk & Telegram !

■Overview

Are you spending too much time handling multilingual tickets in Zendesk as inquiries from overseas increase? Manually reviewing ticket content and assigning tickets to the right team can lead to delays and errors. With this workflow, when a new ticket is created in Zendesk, AI automatically identifies the language and sends a notification via Telegram to the team responsible for that language. Automate the process of filtering Zendesk tickets by language and deliver smooth customer support.

■Who should use this template

Customer support professionals who manually filter Zendesk tickets for multilingual support
Team leaders who want to streamline responses to inquiries from overseas and provide faster initial support
Anyone who wants to connect Zendesk and Telegram to automate ticket routing

■Benefits of using this template

AI automatically identifies the language of incoming Zendesk tickets and sends notifications, reducing the time required for manual review and routing
Prevent human errors such as misidentifying the language or notifying the wrong person, and build a reliable process for providing initial support

■Flowbot workflow

First, connect Telegram and Zendesk to Yoom
Next, select Zendesk as the trigger and set the action to “When a new ticket is created”
Next, configure the AI feature in Operations and create instructions for identifying the language from the ticket body
Next, configure the route-switching feature in Operations to branch the workflow based on the language identified by AI
Finally, configure Telegram’s “Send a message” action for each branch and notify the appropriate chat for each language

※“Trigger”: An action that starts the flow. “Operation”: An action that performs processing within the flow after the trigger starts
■Customization options

With the AI feature, you can freely customize the prompt used to identify the language.
With the route-switching feature, set the switching conditions based on the AI’s results.
For Telegram’s “Send a message” action, set any chat ID as the notification destination. For example, configure the workflow to send Japanese tickets to the Japanese support team’s chat and English tickets to the English support team’s chat.
You can customize Telegram notification messages for each language and destination using the information retrieved in previous steps.

■Notes

Connect both Zendesk and Telegram to Yoom.
“Switch destination” is an Operation available on the Mini plan and above. On the Free plan, the configured Flowbot Operation will result in an error.
Paid plans such as the Mini plan include a two-week free trial. During the free trial, you can use apps and features (Operations) that are otherwise restricted.
Zendesk is available only on the Team and Success plans. On the Free and Mini plans, the configured Flowbot Operations and Data Connect will result in an error.
Paid plans such as the Team and Success plans include a two-week free trial. During the free trial, you can use apps that are otherwise restricted.
You can choose a trigger interval of 5, 10, 15, 30, or 60 minutes.
Note that the shortest available trigger interval varies by plan.

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About the Apps

Zendesk

Yoom allows you to utilize Zendesk's API without any code. You can notify the chat when a new ticket is created in Zendesk or create a ticket in Zendesk triggered by events from other SaaS. Additionally, you can synchronize Zendesk ticket information with Yoom's database, consolidating information into a single database.

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