Speed up support ticket research and triage
According to the write-up, the source is a listing page with only short blurbs, so it has little on mechanics. Corey Smith, a Senior Technical Support Engineer at ClickUp, assembled a system for the research that comes before a rep replies to each ticket. ClickUp's research time per ticket fell from 15 minutes to 4, about 917+ hours a month across 5,000+ tickets.
- Agent or tool
- Zapier Agents
- Topic
- Research & Data
- Reported on
- Blog
- Added
- 2026-10-15
Why it matters
Research is mostly gathering, cleaning and comparing. Handing that groundwork to an agent leaves the person with the part that needs judgment: deciding what the findings mean. It is one of 201 sightings filed under Research & Data on Agent Sightings (number 134 by interest), and one of 10 involving Zapier Agents.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Zapier Agents or any similar agent and adjust the details to your situation.
Research brief: speed up support ticket research and triage. Prefer primary sources, include links and confidence notes, and do not contact anyone.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Blog: https://zapier.com/customer-stories. Our summary is a paraphrase; details are in the source.
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