Support ticket reply

Reads a Zendesk ticket, drafts a reply with the support agent, and checks the team autonomy policy. Internal notes can post straight away; a public reply waits for a person under the default policy.

Template	zendesk-ticket-reply
Works on	A record in an external system (Zendesk)
Where a person acts	Approve Zendesk ticket response — a person approves or rejects, waiting up to 24h
Agents it calls by name	supportResponder

The workflow

Drawn from the template spec at build time. Bookkeeping nodes that only record status are left out; amber nodes are where a person acts.

flowchart TD
  n_resolveWorkspace["Resolve workspace"]
  n_readSource["Read source"]
  n_draftResponse[["Draft response<br/><small>agent: supportResponder</small>"]]
  n_publishOutcome["Publish outcome"]
  n_checkAuto{"Check auto?"}
  n_humanApproval>"Approve Zendesk ticket response<br/><small>person: approval</small>"]
  n_autoWrite["Auto write"]
  n_manualWrite["Manual write"]
  n_doneRejected(["Done<br/><small>done rejected</small>"])
  n_done(["Done"])
  n_resolveWorkspace --> n_readSource
  n_readSource --> n_draftResponse
  n_draftResponse --> n_publishOutcome
  n_publishOutcome --> n_checkAuto
  n_checkAuto -->|"yes"| n_humanApproval
  n_checkAuto -->|"no"| n_autoWrite
  n_humanApproval -->|"approved"| n_manualWrite
  n_humanApproval -->|"rejected"| n_doneRejected
  n_humanApproval -->|"timed out"| n_doneRejected
  n_autoWrite --> n_done
  n_manualWrite --> n_done
  class n_humanApproval gate

Maturity: seeded, not yet proven

Seeded content rather than a proven flow. The connector, the agents, and the governance it relies on exist, but only the engineering flow has a complete, exercised end-to-end path today. See product overview §8.

Use it

Every built-in template is seeded into the workflow library and can be cloned, edited on the visual canvas, and versioned — see architecture for the node types. The spec lives in packages/shared/src/workflow/templates/zendeskTicketReply.ts.