Batch Process Routine Ticket Actions
Handle 50+ routine tickets in 5 minutes instead of an hour.
Nora identifies groups of similar tickets (all asking for refunds, all billing issues, all technical questions), batches templated responses, and routes them to appropriate specialists for final review.
Every morning, Nora scans Zendesk for all tickets created in the past 24 hours and groups them by type/intent: refund requests, billing questions, feature requests, bug reports, etc. For highly routine ones (e.g., "refund please"), Nora creates a batch task: pre-written refund authorization + 8 tickets to process. An agent can click through the batch, confirm each is appropriate, and apply the action to all 8 at once instead of clicking 8 individual times. This reduces routine ticket handling time from 4-5 minutes per ticket to 30 seconds. For mixed batches (5 refunds, 3 payment plan requests), Nora splits them so each goes to the right specialist. Companies report 3-4x faster processing of routine tickets.
How it works
- Query Zendesk for all tickets created in the past 24 hours
- Classify each ticket by type/intent (refund, billing, bug, feature, question)
- Group similar tickets into batches
- Create batch work task with templated action (refund template, response, next step)
- Route batch to appropriate specialist agent
- Agent reviews and batch-applies action to all similar tickets
Frequently asked questions
What does "Batch Process Routine Ticket Actions" do?
Nora identifies groups of similar tickets (all asking for refunds, all billing issues, all technical questions), batches templated responses, and routes them to appropriate specialists for final review.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Zendesk, run by your Support Manager.
How much time does this save?
Saves approximately 3 hours/week, running daily at 8:00 am.