Zendesk Email-to-Ticket Triage

The manual work this replaces

Legal IT and ops staff open each inbound support email, manually create the Zendesk ticket with the right brand and priority, and reply to the requester.

How the automation runs

1. Zendesk→
2. Microsoft Outlook→
3. Gmail

This process turns a support email into a Zendesk ticket. It reads the inbound Outlook or Gmail email, classifies the request type and priority, looks up the matching customer in Zendesk, creates the ticket with the right group, tags, and priority, attaches any files from the email, and replies to the requester with the ticket link.

What changes after Caddi

Routes inbound support email straight to a classified Zendesk ticket with the right priority and an acknowledgement back to the requester, without manual triage.