Triage support call recordings into Zendesk every morning

Every weekday at 8am ET, build an agent that triages new customer support call recordings sitting in a Google Drive folder named "support-calls" and files each one into Zendesk.

For each audio recording uploaded since the previous run:

1. Use Google Drive's List Files to find the new audio files in the support-calls folder, then use Download File Content to pull the bytes.

2. Skip any recording shorter than 30 seconds. These are almost always dropped calls or misdials and should not create tickets.

3. Transcribe each recording with Deepgram's Transcribe Pre-recorded Audio. Turn on sentiment analysis, topic detection, and speaker diarization so I can tell the agent and the caller apart.

4. Extract the caller's name and phone number from the filename and from the transcript itself (callers usually state their name or number near the start of the call).

5. Use Zendesk's Search Tickets to find the open ticket for that caller. Match by phone number first, then by customer name. Only consider tickets whose status is open, pending, or new.

6. If you find a matching open ticket, use Zendesk's Update Ticket to add an internal note (not a public reply) that contains: a tight 4 to 5 line summary of the call; the overall sentiment label (positive, neutral, or negative); the top 2 to 3 topics discussed; and any commitments the support agent made on the call such as refunds, callbacks, replacements, or follow-up timelines.

7. When the overall sentiment is negative, or the caller mentions churn, cancellation, or switching to a competitor, also use Update Ticket to bump the priority to High and add a "voice-escalation" tag so the support lead spots it during morning triage.

8. If no matching open ticket exists, fall back to Zendesk's Create Ticket. Use the caller's name as the requester, the call summary as the description, set the subject to something like "Voice call: <topic>", and add a "voice" channel tag so nothing falls through the cracks.

Keep the internal note short and scannable. Do not paste the full transcript into the ticket, just the summary, sentiment, topics, and commitments. If a recording cannot be transcribed or matched, leave it for the next run and log why so I can review it.