Automate Customer Support Ticket Summarization with Pabbly Connect

Learn how to automate customer support ticket summarization using Pabbly Connect with Zendesk and AI agents. Follow our detailed tutorial for seamless integration. 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 begin automating customer support ticket summarization, you first need to access Pabbly Connect. Navigate to the Pabbly Connect homepage by typing the URL pabby.com/connect/inr in your browser. Here, you will find options to sign in or sign up for free.

If you are a new user, click on the ‘Sign up for free’ button to create your account. This process is quick and provides you with 100 free tasks each month to explore the features of Pabbly Connect. Once logged in, you will be directed to the dashboard where you can create workflows.

2. Creating a New Workflow in Pabbly Connect

After accessing your Pabbly Connect dashboard, you can create a new workflow by clicking on the ‘Create Workflow’ option. You will be prompted to name your workflow; for this tutorial, name it ‘Leverage AI Agents for Automated Customer Support Ticket Summarization’. Choose an appropriate folder for organization.

Next, you will see two main sections: Trigger and Action. The Trigger defines what starts the workflow, while the Action defines what happens in response. In this case, the Trigger will be set to receive a new email via Gmail, and the Action will utilize OpenAI to summarize the email content.

• Click on ‘Create Workflow’
• Name your workflow appropriately
• Select a folder for your workflow

Once you have set up the trigger and action sections, you are ready to proceed with the automation process.

3. Connecting Gmail to Pabbly Connect

To automate the ticket summarization, you must connect your Gmail account to Pabbly Connect. In the Trigger section, select the email parser feature of Pabbly, which allows Pabbly Connect to receive emails from your Gmail account. Choose ‘New Email Received’ as the trigger event.

Copy the email parser address provided by Pabbly Connect and go to your Gmail settings. Under the ‘Forwarding and POP/IMAP’ tab, add the email parser address as a forwarding address. This enables Gmail to forward new emails to Pabbly Connect automatically.

• Go to Gmail settings and select ‘Forwarding and POP/IMAP’
• Add the email parser address as a forwarding address
• Confirm the forwarding setup by verifying the email

After setting up the forwarding, you will be able to capture the email content in Pabbly Connect, allowing for subsequent processing.

4. Utilizing OpenAI for Email Summarization

Now that Gmail is connected to Pabbly Connect, the next step is to utilize OpenAI to summarize the email content. In the Action section, select OpenAI and choose the ‘ChatGPT’ action event for generating summaries. Ensure you have an existing connection with your OpenAI account or create a new one by entering your API key.

In the prompt field, specify the details you want the AI to summarize. For example, instruct the AI to extract key information from customer support emails and generate a concise summary along with a support ticket title. Map the email subject and body to the respective fields in the OpenAI action.

Select OpenAI as the action application Enter the prompt for summarization Map the email subject and body for dynamic processing

Once the setup is complete, click on ‘Save and Send Test Request’ to check if OpenAI successfully generates the summary and ticket title.

5. Creating Tickets in Zendesk with Pabbly Connect

The final step in this automation process involves creating a support ticket in Zendesk using the summary generated by OpenAI. In the Action section, select Zendesk and choose the ‘Create Ticket’ action event. You will need to connect your Zendesk account by providing your subdomain, username, and API token.

Fill in the required fields for the ticket, such as the subject, description, and priority. Map the subject and summary received from OpenAI to the respective fields in Zendesk. After completing the setup, click on ‘Save and Send Test Request’ to create the ticket.

Select Zendesk as the action application Enter your Zendesk credentials for connection Map the summary and subject to the ticket fields

Once the ticket is created successfully, you will see it reflected in your Zendesk account, confirming that the integration via Pabbly Connect has been completed successfully.

Conclusion

In this tutorial, we demonstrated how to automate customer support ticket summarization using Pabbly Connect, Gmail, and OpenAI. By setting up this integration, you can efficiently manage customer inquiries and create support tickets seamlessly. Automating this process not only saves time but also enhances the overall customer support experience.