Use casesFollow-ups

Automate support ticket follow-ups so nothing goes quiet

Mitra builds an agent that reads your Zendesk queue every morning, nudges customers whose tickets have been waiting on a reply for more than two days, and posts the tickets waiting on your team to Slack. You describe the rules in plain English. Every run is recorded step by step.

Runs: Every day at 10am
Used by: Customer Support

The prompt

Every morning at 10am, check Zendesk for tickets that have been waiting on a customer reply for more than two days and send each one a polite nudge. Then post the tickets waiting on us for more than a day to #support in Slack.

Zendesk

Slack

Build this agent

200 credits to start · no credit card

What the agent actually does.

Reads the open queue
The agent signs in to Zendesk and pulls every ticket that is still open, along with who sent the last message and when.
Splits the queue by who owes a reply
Tickets where the customer went quiet sit on one side. Tickets where the last word came from the customer, and your team has not answered, sit on the other.
Nudges the quiet customers
For anything waiting on a customer for more than two days, the agent adds a short, polite follow-up to the ticket in your usual tone.
Posts your side of the list to Slack
Tickets waiting on your team for more than a day go to #support, with the requester and how long each one has waited, so the queue is visible before standup.
Records the run
Every ticket read, every nudge sent and the Slack message are written down step by step, so you can check exactly what the agent did.

Make it yours.

Small support teams who work out of Zendesk and have no queue manager. If tickets only resurface when a customer complains about being ignored, this is the gap the agent closes. Change any of this by saying so — there is nothing to rewire.

Nudge only tickets from paying customers, and escalate anything that has been quiet for a week.
Skip the customer nudge entirely and just post both lists to Slack every morning for the team to work through.
Send the list of tickets waiting on your team as a direct message to whoever the ticket is assigned to, instead of one shared channel.

Questions, answered.

Will Mitra reply to customers on its own?

Mitra sends a customer reply only if your instructions ask for one. Tell the agent to nudge tickets that have gone quiet and it posts that reply in Zendesk; tell it to send you the list instead and the ticket stays untouched. You can read every run back step by step.

How do I know which tickets my team still owes a reply to?

Mitra posts the list of tickets waiting on your team to Slack on the same run. The agent reads your Zendesk queue for tickets where the last message is from the customer and has sat for more than a day, then drops them into your support channel with the requester and how long each has waited.