Overview
Sales calls a customer and has no idea about the four-week support saga that just ended. This Zap fixes the silent hand-off: every closed ticket becomes a 3-line summary on the account record with a suggested next action.
How it works
- Trigger: Zendesk / Intercom / Help Scout ticket status changes to closed.
- Formatter pulls the last N messages and strips signatures + quoted replies.
- OpenAI generates a 3-line summary: what happened, resolution, sentiment.
- A second prompt suggests a next action: 'follow up in 30 days', 'flag for expansion', 'flag for churn risk', or 'none'.
- The summary + next action lands as a note on the CRM account.
Benefits
- Sales walks into every call knowing the last support touch.
- CS leaders can filter accounts by churn risk without reading tickets.
- Historical searchability — one line per ticket instead of paragraphs.
Use cases
- B2B SaaS with named account owners.
- Agencies where account managers rarely see support conversations.
- Post-sale motions where expansion signals hide in support tickets.
Step-by-step guide
Step 1: Choose your ticketing source
Zendesk and Intercom have first-class Zapier triggers. Help Scout works too but requires a webhook step.
Step 2: Strip noise before the AI call
Signatures, quoted replies, and auto-responses waste tokens and confuse the model. A Formatter step handles this cleanly.
Step 3: Constrain the summary format
Three lines only — what happened, resolution, sentiment (positive / neutral / frustrated). Anything longer gets ignored in the CRM.
Step 4: Add the next-action classifier
Give it four options, no free text. Free-text next actions never get acted on.
Step 5: Write to the CRM as a note
Not a task — a note. Tasks create anxiety; notes create context.
Example
CRM note: 'Ticket #4821 closed. What: SSO misconfig blocked 12 users. Resolution: guided admin through IdP metadata upload. Sentiment: frustrated. Next action: follow up in 30 days.'