Support Ticket Agent
Build a support assistant that routes product questions to your docs agent and ticket requests to Zendesk, then confirm the new ticket in Zendesk.
Duration: 3:01
How to build a support assistant with agent routing and Zendesk integration
1. Start with a docs agent
Build a Docs Agent Assistant in Inkeep that uses the Inkeep MCP to search your Docs Knowledge Base and answer questions. This serves as a reusable building block for more complex agent workflows.
2. Enable support ticket creation
Go beyond Q&A by enabling your agents to create support tickets. Instead of rebuilding from scratch, you can reference your existing Docs Agent and reuse it inside other agent frameworks.
3. Build the support assistant
Create a Support Assistant that includes a Support Ticket Creator agent connected to the Zendesk MCP for ticket creation. In addition, reference your existing Docs Agent as a sub-agent within this workflow.
4. Define your agent types
When adding sub-agents to the graph, choose from three types:
- Sub-agent: defined within the current agent framework
- Team agent: references an agent created in a different page or framework within Inkeep
- External agent: references an agent outside of Inkeep
5. Test the routing
Ask a question like "Does Inkeep support Slack?" The default agent determines which sub-agent should handle the request and routes it to the Docs Assistant.
6. Get an answer from the knowledge base
The Docs Assistant searches the knowledge base using its connected tools and returns the answer along with relevant source information.
7. Raise a support ticket
Send a message like "Trouble installing Slack, I'd like to raise a support ticket." The system routes this to the Support Ticket Creator agent, which follows its prompt logic to determine the next steps.
8. Provide required information
The agent prompts for any missing information it needs, such as an email address, before proceeding with ticket creation.
9. Review the created ticket
Once the agent has everything it needs, it creates the support ticket and displays it using Inkeep's data components, which let you customize how ticket information is rendered in the agent.
10. Verify in Zendesk
Refresh Zendesk to confirm the new open ticket has been created. The ticket includes a summary of the full conversation context, generated based on the agent's prompt.