Automate Customer Support Ticket Categorization Using Pabbly Connect

Learn to automate customer support ticket categorization using Pabbly Connect with this step-by-step tutorial integrating Zoho Desk and Google Sheets. Eliminate manual repetitive tasks from your workflow. Discover proven automation methods with intuitive steps designed for efficiency-minded professionals.

Watch Step By Step Video Tutorial Below

1. Accessing Pabbly Connect for Automation

To automate customer support ticket categorization, the first step is accessing Pabbly Connect. Open your browser and go to pabby.com/connect. You will see options to sign in or sign up for a free account.

If you are a new user, click on ‘Sign Up Free’ to create an account and receive 300 tasks every month. Existing users should select ‘Sign In’. After logging in, you will be directed to the Pabbly Apps window where you can find Pabbly Connect.

2. Creating a Workflow in Pabbly Connect

Once logged into Pabbly Connect, click on the ‘Create Workflow’ button located at the top right corner. This will open a dialog box where you can name your workflow.

For this automation, name your workflow ‘Automate Customer Support Ticket Categorization Using AI’. Select an existing folder or create a new one to save your workflow. After naming, click on the ‘Create’ button to proceed.

• Click on ‘Create Workflow’.
• Provide a name for your workflow.
• Select a folder to save the workflow.

Once the workflow is created, you’ll see the two main principles of automation: Trigger and Action. The trigger is the event that starts the workflow, while the action is what happens as a result of that trigger.

3. Setting Up Zoho Desk as the Trigger

To set up the trigger, select Zoho Desk as the trigger application in Pabbly Connect. Choose the trigger event as ‘New Ticket Created’. This allows the workflow to capture new support tickets as they come in.

Next, click on ‘Connect’ to establish a connection between your Zoho Desk account and Pabbly Connect. If you haven’t connected before, select ‘Add New Connection’. Input your Zoho Desk domain, which you can find in your Zoho Desk URL, and click ‘Save’.

• Select Zoho Desk as the trigger application.
• Choose the trigger event: New Ticket Created.
• Connect your Zoho Desk account by entering the domain.

After setting this up, you will need to create a test ticket in Zoho Desk to see if the connection works properly. Once the ticket is created, Pabbly Connect will capture the details, confirming that the trigger is functioning as expected.

4. Integrating OpenAI for Ticket Categorization

After successfully capturing the ticket details, the next step is to integrate OpenAI into your workflow using Pabbly Connect. Select OpenAI as the action application and choose the action event as ‘Categorize Ticket’. This allows OpenAI to analyze the ticket content and categorize it accordingly.

To establish a connection, click on ‘Connect’ and select ‘Add New Connection’. You will need to input your OpenAI API key, which you can generate from your OpenAI account. Copy this key and paste it into Pabbly Connect to connect the two applications.

Select OpenAI as the action application. Choose the action event: Categorize Ticket. Enter your OpenAI API key to connect.

Once connected, you will set up a prompt for OpenAI, instructing it on how to categorize the tickets. Use the ticket message from the previous step as input for the AI model to process and categorize.

5. Finalizing Integration with Google Sheets

The final step in this automation is to log the categorized ticket details into Google Sheets using Pabbly Connect. Choose Google Sheets as the action application and select the action event ‘Add New Row’. This will create a new entry in your specified Google Sheet each time a ticket is categorized.

Connect your Google Sheets account by clicking ‘Connect’ and selecting ‘Add New Connection’. Sign in with your Google account and grant access to Pabbly Connect. Select the spreadsheet and sheet where you want to log the ticket details.

Choose Google Sheets as the action application. Select the action event: Add New Row. Map the ticket details to the appropriate columns in Google Sheets.

After mapping the necessary fields such as customer name, subject, and category, click ‘Save and Send Test Request’. This will verify if the integration is successful by adding a new row to your Google Sheets with the ticket details.

Conclusion

In this tutorial, we demonstrated how to automate customer support ticket categorization using Pabbly Connect. By integrating Zoho Desk, OpenAI, and Google Sheets, you can streamline your customer support process, saving time and enhancing efficiency.

With the steps outlined, you can replicate this automation to improve your support ticket handling. Utilizing Pabbly Connect ensures that all applications work seamlessly together, enhancing your operational workflow.