Support Ticket AI with Customer History
Enriches incoming Zendesk or Freshdesk tickets with prior customer interactions stored in retainr. The AI summary is added as an internal note so your agents start every ticket informed.
Usage estimate
Each new ticket: 1 memory search (top 5 prior interactions) + 1 memory write (new ticket stored). A support team handling 100 tickets/month uses ~1,200 ops.
Support agents waste minutes on every ticket reading prior tickets, scrolling CRM notes, and piecing together customer history. This Zap automates that research step entirely.
When a new ticket arrives in Zendesk (or Freshdesk), the Zap retrieves all relevant memories for that customer from retainr, asks an AI to summarise the customer's history and suggest a resolution path, then posts the summary as an internal note on the ticket — before your agent even opens it.
What's included: - Trigger: Zendesk "New Ticket" (or Freshdesk "New Ticket" — switchable) - retainr step: search for memories by customer email - ChatGPT step: summarise history and suggest resolution - Zendesk step: add internal note with AI summary - retainr step: store new ticket as memory for future context
Setup steps
- 1Set up the Zap with the Zendesk or Freshdesk New Ticket trigger
- 2Add a Webhooks by Zapier action pointed at api.retainr.dev/v1/memories/search
- 3Add your retainr API key to the webhook headers
- 4Add the ChatGPT action with the provided prompt template
- 5Add a Zendesk action to post the AI summary as an internal note
Free download
Support Ticket AI with Customer History
Get a free API key first — 1,000 memory ops/month included. No credit card required.