Priority Sorting: Tag Urgent Issues Based on Keywords in Zendesk with Automation Workflows

📌 Every customer support team needs an efficient way to identify and react promptly to urgent requests. Priority sorting by tagging urgent issues based on keywords in Zendesk leverages automation workflows to streamline this crucial process.

In this article, you’ll learn practical, step-by-step methods to build automation workflows that detect keywords signaling urgency, automatically tag Zendesk tickets, and trigger follow-up actions using popular automation tools like n8n, Make, and Zapier. Plus, we’ll showcase integrations with Gmail, Google Sheets, Slack, and HubSpot to help you boost your support team’s responsiveness and operational efficiency.

Understanding the Problem: Handling Urgent Issues Efficiently in Zendesk

Startup CTOs, automation engineers, and operations specialists often face the challenge of managing incoming Zendesk tickets without losing sight of critical issues that demand immediate attention.

Manual review is time-consuming and error-prone, leading to delayed responses and unhappy customers. Automating priority sorting by tagging urgent tickets based on keyword matching solves this by instantly flagging high-impact issues.

This process's benefits include decreased resolution times, better resource allocation, and enhanced customer satisfaction.

Tools and Services Used in the Automation Workflows

To create a robust priority sorting system, you’ll integrate a combination of automation platforms and services:

• Zendesk: The customer support platform where tickets are created and managed.
• Automation Platforms: n8n, Make (Integromat), Zapier – each specialized in building no-code/low-code workflows.
• Gmail: To capture incoming support-related emails or notifications.
• Google Sheets: Maintaining a dynamic keyword list and logging activities.
• Slack: For real-time urgent ticket notifications to the support team.
• HubSpot: Optional integration for CRM updates based on ticket priority.

How the Priority Sorting Workflow Works: End-to-End Overview

The typical automation flow consists of four stages:

1. Trigger: Detect a new Zendesk ticket creation or update.
2. Keyword Matching: Extract ticket content (subject, description) and compare against a keyword list indicating urgency (e.g., “urgent,” “outage,” “unable to access”).
3. Tagging: If a match occurs, automatically add an “urgent” tag or a custom priority label to the Zendesk ticket.
4. Follow-up Actions: Notify responsible teams via Slack, send alert emails through Gmail, and log the event in Google Sheets for historical reference.

Building the Automation Step-by-Step in n8n

n8n provides a highly customizable and open-source automation platform perfectly suited for complex workflows.

Step 1: Trigger on New Zendesk Ticket

Set up the Zendesk Trigger node watching for new tickets.

• Trigger Event: Ticket Created
• Subdomain: Your Zendesk domain (e.g., yourstartup.zendesk.com)
• Authentication: OAuth2 or API token with read/write scopes

Step 2: Fetch Ticket Content

Use the Zendesk API node to retrieve ticket subject and description.

• Fields: subject, description
• Purpose: Extract the text that will be scanned for keywords

Step 3: Retrieve Keyword List from Google Sheets

Maintain urgency keywords dynamically using Google Sheets.

• Sheet Name: UrgencyKeywords
• Columns: Single column listing keywords (e.g., “urgent,” “critical,” “ASAP”)
• Node: Google Sheets > Read Rows

Step 4: Keyword Matching Logic

Use a Function node in n8n to iterate over keywords to check if any appear in the ticket’s subject or description. Example snippet:

const ticketText = $json["subject"].toLowerCase() + " " + $json["description"].toLowerCase();
const keywords = items[1].json.keywords; // array from Google Sheets
for (const keyword of keywords) {
  if (ticketText.includes(keyword.toLowerCase())) {
    return [{ json: { isUrgent: true } }];
  }
}
return [{ json: { isUrgent: false } }];

Step 5: Conditional Routing Based on Urgency

Use a IF node to branch execution:

• True branch: Add urgent tag, send notifications, and log.
• False branch: Continue standard processing or no action.

Step 6: Add Tag to Zendesk Ticket

Use the Zendesk Update Ticket node to add tag urgent.

• Ticket ID: from trigger
• Tags: Append or set to include urgent

Step 7: Send Slack Notification

Post a message to a support channel with ticket details and urgency notification.

• Channel: #support-urgent
• Message: Formatted text including ticket ID, subject, and priority

Step 8: Log in Google Sheets

Record ticket ID, timestamp, and urgency level for reporting and analytics.

• Sheet: UrgentTicketsLog
• Columns: Ticket ID, Date, Is Urgent

Common Errors, Edge Cases, and Robustness Tips

• Error: API rate limits on Zendesk or Google Sheets.
  Tip: Implement exponential backoff retries and batch updates to stay within limits.
• Edge Case: False positives due to ambiguous keywords.
  Tip: Use regex or phrase matching rather than substring inclusion. Refine keyword list regularly.
• Error: Workflow crashes if nodes lose auth tokens.
  Tip: Monitor and refresh OAuth tokens automatically.
• Robustness: Log detailed errors with timestamp and ticket ID for easier debugging.
• Idempotency: Avoid duplicate tagging by checking existing tags before update.

Security and Compliance Considerations

• API Keys and OAuth: Store securely using environment variables or n8n credentials.
  Limit scope to only necessary permissions (e.g., write tickets, read sheets).
• PII Handling: Ensure no sensitive customer data is logged insecurely during automation.
  Mask or anonymize where possible.
• Audit Logs: Keep records of automation runs and changes for compliance purposes.

Scaling and Adaptation Strategies

• Queues and Concurrency: Use n8n’s queue features or throttling to manage high volumes without API overload.
• Webhook vs Polling: Webhooks are preferable for real-time triggers (Zendesk supports this). Polling can be fallback but introduces latency.
• Modularization: Split workflows into reusable sub-flows (e.g., keyword matching as separate service).
• Versioning: Use source control or n8n workflow versions to track changes and roll back if needed.

Testing and Monitoring Tips ⚙️

• Use test tickets with known keywords to validate each workflow step end-to-end.
• Check platform run histories for success/failure logs.
• Use alerting on critical errors or when no urgent tickets are processed in a given period.
• Sandbox data helps prevent live data corruption during development.

Comparing Automation Platforms for Priority Sorting in Zendesk

Platform	Cost	Pros	Cons
n8n	Free/self-hosted; Cloud starts at $20/mo	Highly customizable, open source, great for complex logic	Requires setup and maintenance for self-hosting; steeper learning curve
Make (Integromat)	Free tier limits; paid plans start around $9/mo	User-friendly visual interface; extensive app integrations	Complex workflows can become costly; limited advanced scripting
Zapier	Starts free; paid plans from $19.99/mo	Highly intuitive; large app ecosystem; strong support	Limited complex logic; task limits increase cost

Webhook vs Polling Triggers for Zendesk Priority Sorting

Trigger Type	Latency	Reliability	Complexity	Use Case
Webhook	Near real-time	High (if setup correctly)	Moderate (setup required in Zendesk)	Best for immediate priority tagging
Polling	5-15 minutes	Depends on interval and throttling	Simple to configure	Fallback when webhooks unavailable

Google Sheets vs Database for Managing Keywords and Logs

Storage Option	Ease of Setup	Scalability	Cost	Use Case
Google Sheets	Very Easy	Limited (up to 10,000 rows comfortably)	Free / included	Small to medium keyword lists and logs
Database (e.g., PostgreSQL)	Moderate (setup required)	High	Varies (hosting + maintenance)	Large-scale, high-volume systems

Frequently Asked Questions About Priority Sorting and Tagging in Zendesk

Conclusion: Streamline Your Zendesk Support with Priority Sorting Automation

Automating priority sorting by tagging urgent issues based on keywords transforms your Zendesk support desk into a proactive, efficient operation. By combining tools like n8n, Make, or Zapier with integrations such as Gmail, Google Sheets, Slack, and HubSpot, your support teams can instantly identify and act on critical tickets, resulting in faster resolutions and happier customers.

Start by defining your urgency keywords, choose the automation platform that best fits your technical expertise and needs, and build out the workflows detailed here. Implement error handling, monitor performance, and continuously refine your keyword list to optimize results.

Take control of your support workflow now — automate your Zendesk priority sorting today and elevate your customer experience!