Triage Cognito Forms support requests into Zendesk tickets

Every 15 minutes, pull new entries from my Cognito Forms support intake form using List Entries, triage each one, and open a Zendesk ticket for it with the right priority and routing. Cognito Forms is not a poll-trigger provider, so use a cron trigger and List Entries with pagination. Skip entries we have already processed by tracking the highest Cognito Forms entry number seen across runs.

For each new submission, read the issue description and any attached info and classify the category as one of: billing, bug, how-to, account, outage, or other. Set a priority of low, normal, high, or urgent based on signal words and stated impact (outages, payment failures, security reports, and paying customers blocked should be urgent). Draft a concise, descriptive ticket subject.

Before creating the ticket, use Zendesk Search Users to look up the requester by email so we do not create duplicates. If no match is found, use Zendesk Create User to add them with the name and email from the form. Then call Zendesk Create Ticket with the requester, subject, the cleaned-up body of the request, the inferred priority, and tags for the category.

If the triage flagged the issue as urgent, also Send a Message via Slack Bot to a dedicated #support-urgent channel. The message should be a one-paragraph summary including the requester's name and plan (if visible on the form), the inferred priority and the short reason why, and a deep link to the new Zendesk ticket so an on-call agent can jump in immediately.

Ask me which Cognito Forms form is the support intake, which Zendesk subdomain to file tickets in, and which Slack channel should get the urgent alerts. Use an agent workflow because category, priority, dedup-vs-create user, and the urgent summary all need judgement.