Capture the ticket
The flow starts when a new ticket is created in Zendesk and keeps open tickets only.
About this template
What This Workflow Does
Support agents spend time looking up orders, stock and prices in the ERP before they can answer routine tickets. This template starts on each new open Zendesk ticket, lets an AI agent query Epicor Kinetic for orders, releases, stock, prices, credit and customers, replies and updates the ticket when it can, and emails the rest via Microsoft Outlook.
Key benefits
- ERP answers in tickets — The AI uses live Epicor Kinetic data to answer.
- Auto resolution — Resolvable tickets get a reply and a status update.
- Clear escalation — Unresolved tickets are emailed for a person to handle.
- Open tickets only — Closed or solved tickets are filtered out.
Inside the flow
How the template works
Triggered on a new Zendesk ticket, the flow keeps open tickets, lets an AI agent query Epicor Kinetic, then replies and updates the ticket or emails it for follow up.
Get the ticket owner
The ticket owner is fetched for context.
Analyze with ERP data
An AI agent reads the request and queries Epicor Kinetic for customer, order, release, stock, price and credit details.
Decide on resolution
The AI output is structured and checked to see if the ticket can be resolved.
Reply and update
Resolvable tickets get a reply and a status update in Zendesk.
Escalate the rest
Tickets that cannot be resolved are emailed through Microsoft Outlook.
Business Benefits
Answer routine tickets with ERP data
01
Less manual triage
New tickets are evaluated and routed without an agent reading each one first.
02
Faster answers
Tickets the AI can answer move to resolution sooner.
03
Answers grounded in ERP data
Replies use Epicor Kinetic order, stock and price data.
04
Accurate ticket status
Resolved tickets are updated after the reply is sent.
05
No dropped tickets
Unresolved tickets are emailed to the team.
01
Less manual triage
New tickets are evaluated and routed without an agent reading each one first.
02
Faster answers
Tickets the AI can answer move to resolution sooner.
03
Answers grounded in ERP data
Replies use Epicor Kinetic order, stock and price data.
04
Accurate ticket status
Resolved tickets are updated after the reply is sent.
05
No dropped tickets
Unresolved tickets are emailed to the team.
Keep exploring
More templates for creativity
Every repetitive process between your ERP, CRM, and business apps has a template. Find yours, customize it, and go live today.
Customize the flow
Build Your Own Version of This Workflow
Every trigger and action this template uses is available in the appse ai builder, so the same flow can be rebuilt with your own routing, thresholds and destinations.
Questions & answers
Frequently asked questions
Everything you need to know about this template before you deploy it.
How does zendesk ticket triage with epicor kinetic work?
On each new open Zendesk ticket, an AI agent queries Epicor Kinetic, then the flow replies and updates the ticket or emails it for follow up.
What Epicor Kinetic data can the AI use?
What happens when a ticket cannot be resolved?
Does it reply to every ticket?
What needs to be in place before it runs?
Why businesses love appse ai
Discover how appse ai has helped businesses automate processes and achieve growth through our users' success stories.
Their quick updates and improvements have boosted our productivity, allowing us to focus on making better products. Highly recommend for any manufacturer seeking efficiency.
Hans Engstrom
Operations Manager, Christiana Bikes
appse ai enabled us to automate processes and achieve real-time efficiency with their ready-to-use solution. Their responsive support and customizations were exactly what we needed.
Peter Grueterich
President, Bernardo 1946
Rapidly growing companies, to get to that level of establishment, you need a solution like appse ai to bridge the connections between disparate systems.
Robert Donnelly
CEO and Co-Founder, Nine Line
The platform syncs data between our applications and it simply just works. This saved us a lot of time we used to spend manually synchronizing data from one system to another.
Sankar Thiagasamudram
Founder and CEO
Their quick updates and improvements have boosted our productivity, allowing us to focus on making better products. Highly recommend for any manufacturer seeking efficiency.
Hans Engstrom
Operations Manager, Christiana Bikes
appse ai enabled us to automate processes and achieve real-time efficiency with their ready-to-use solution. Their responsive support and customizations were exactly what we needed.
Peter Grueterich
President, Bernardo 1946
Rapidly growing companies, to get to that level of establishment, you need a solution like appse ai to bridge the connections between disparate systems.
Robert Donnelly
CEO and Co-Founder, Nine Line
The platform syncs data between our applications and it simply just works. This saved us a lot of time we used to spend manually synchronizing data from one system to another.
Sankar Thiagasamudram
Founder and CEO
appse ai helped us to manage our inventory and invoices in SAP and WooCommerce. With appse ai our job is much easy as everything is automated and we have better control on our inventory.
Kaywan Pour
Niagara Warenhandels GmbH
appse ai is making our operations easy! They make the customer experience much better. It costs us less human effort to proceed our orders.
Ramez Tacrity
Technical Sales Specialist, Digitech
I was impressed by how easy appse ai is to use and their ability to customize the platform to meet our clients specific requirements.
Vainick Oliveri
Golden Toys
appse ai transformed our business by automating the sync between SAP Business One and WooCommerce. What used to be a time-consuming, manual process is now seamless. We add products in SAP, and everything syncs automatically to the website.
Maher Ataya
Founder, Italparts SRL & Italparts LLC
appse ai helped us to manage our inventory and invoices in SAP and WooCommerce. With appse ai our job is much easy as everything is automated and we have better control on our inventory.
Kaywan Pour
Niagara Warenhandels GmbH
appse ai is making our operations easy! They make the customer experience much better. It costs us less human effort to proceed our orders.
Ramez Tacrity
Technical Sales Specialist, Digitech
I was impressed by how easy appse ai is to use and their ability to customize the platform to meet our clients specific requirements.
Vainick Oliveri
Golden Toys
appse ai transformed our business by automating the sync between SAP Business One and WooCommerce. What used to be a time-consuming, manual process is now seamless. We add products in SAP, and everything syncs automatically to the website.
Maher Ataya
Founder, Italparts SRL & Italparts LLC
appse ai truly helped us transform our business processes. Now with the integration, it has become really smooth, everything just flows better. It really helped our team save time, streamline processes and honestly boost productivity more than we expected.
Jason Mitchell
MD, All Marine Spares
Since we started using appse ai as our middleware, everything has been way smoother. It saved us about 10-20 hours a week, which is huge. The team is super responsive and easy to work with.
Dan Gerber
CEO, Designer Boys
appse ai truly understood our needs and delivered a seamless integration between SAP and Shopify. Their team is highly knowledgeable and capable, ensuring the solution perfectly aligned with our requirements.
Columb McCluskey
Sales Director, Trimwel
appse ai is fantastic, it works really well and is easy to use! Its visual interface makes it simple to see what is happening, and I especially liked the visual mapping of process flows. The teams professionalism also really impressed me.
Richard Grew
Renegade Brewery
appse ai truly helped us transform our business processes. Now with the integration, it has become really smooth, everything just flows better. It really helped our team save time, streamline processes and honestly boost productivity more than we expected.
Jason Mitchell
MD, All Marine Spares
Since we started using appse ai as our middleware, everything has been way smoother. It saved us about 10-20 hours a week, which is huge. The team is super responsive and easy to work with.
Dan Gerber
CEO, Designer Boys
appse ai truly understood our needs and delivered a seamless integration between SAP and Shopify. Their team is highly knowledgeable and capable, ensuring the solution perfectly aligned with our requirements.
Columb McCluskey
Sales Director, Trimwel
appse ai is fantastic, it works really well and is easy to use! Its visual interface makes it simple to see what is happening, and I especially liked the visual mapping of process flows. The teams professionalism also really impressed me.
Richard Grew
Renegade Brewery
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