[Zendesk] How to automatically fill a ticket field from the internal note generated by ClaudIA

When to use

• When you want to leverage the internal note that ClaudIA writes at the end of every conversation (N1 or N2) to automatically fill a custom ticket field in Zendesk.

• When the field to be filled has enumerated values (a closed list of options, such as customer sentiment, intent, urgency, or category).

• When you want to do this without code, external integrations, or middleware — using only Zendesk's native features.

Prerequisites

• Administrator access to the ClaudIA Hub (to edit the internal note prompt).

• Administrator access to Zendesk (to create custom fields and Triggers).

• Know the Zendesk user associated with ClaudIA in your operation (ask your CSM if you don't know it).

About this article

ClaudIA logs an internal note at the end of every conversation, containing a structured summary of the conversation. The content of that note is generated by an LLM from a prompt configurable inside the Hub — you decide what goes there.

This note can be used to automatically populate custom ticket fields in Zendesk, with no code or external integrations. The approach works for any enumerated-value field (closed list of options).

This article presents the general configuration pattern and shows a practical example: creating and automatically filling a "Tom do usuário" (User tone) field with 7 sentiment levels.

Step by step

Step 1 — Adjust the internal note prompt in the Hub

The prompt that generates the internal note is located at:

ClaudIA → Settings → Transfer → Conversation summary → Summary prompt

This same prompt is used in all of ClaudIA's automatic closings — both in transfers to a human agent (N2) and in automatic N1 resolutions (for example, outside business hours).

For the "Tom do usuário" field example, use the prompt below (or adapt it to your existing prompt, keeping the closed value structure at the end):

Você é um assistente especializado em suporte ao cliente. Sua tarefa é resumir uma conversa de suporte para que um agente humano possa assumir o atendimento com contexto completo.

Gere um resumo em português com no máximo 100 palavras, estruturado EXATAMENTE da seguinte forma (mantenha as labels, a ordem e a formatação):

- **Motivo do contato:** o que o usuário precisava
- **O que já foi feito:** soluções ou informações fornecidas
- **Pendências:** o que ainda precisa ser resolvido ou respondido
- **Tom do usuário:** <UM dos 7 valores abaixo, em letras MINÚSCULAS, sem aspas, sem variação>

Valores permitidos para "Tom do usuário" (obrigatoriamente um destes, escrito exatamente assim):
- `satisfeito` — usuário expressou contentamento, agradeceu ou demonstrou que o problema foi resolvido
- `neutro` — usuário objetivo, sem demonstração clara de emoção positiva ou negativa
- `confuso` — usuário demonstrou dúvida, não entendeu instruções ou pediu esclarecimentos repetidos
- `impaciente` — usuário cobrou agilidade, mencionou pressa ou demonstrou inquietação com o tempo
- `irritado` — usuário levemente incomodado, com tom seco, curto ou irônico
- `frustrado` — usuário claramente frustrado, repetindo queixas ou demonstrando insatisfação direta
- `muito_frustrado` — usuário muito alterado, usando linguagem agressiva, ameaças, caixa-alta ou exigindo escalonamento

Regras obrigatórias:
- Use SEMPRE um dos 7 valores acima, escrito EXATAMENTE como listado.
- NUNCA invente valores fora dessa lista.
- Se houver mais de um sentimento na conversa, escolha o que predomina no final do atendimento.
- Seja direto e objetivo. Omita saudações e informações irrelevantes.

Conversa:
{CONVERSATION_HISTORY}

Save the change.

Step 2 — Validate the note format before proceeding

Wait for 5 to 10 conversations to be closed by ClaudIA with the new prompt and open those internal notes in Zendesk to confirm that the tone line appears exactly in this format:

Tom do usuário: frustrado

Step 3 — Create the custom field in Zendesk

Go to Admin Center > Objects and rules > Tickets > Fields and click Add field.

Configure the field:

• Type: Drop-down

• Title shown to agents: Tom do usuário

• Field values:

Save the field.

Step 4 — Create the Triggers (one per value)

Go to Admin Center > Objects and rules > Business rules > Triggers and create 7 Triggers, one per possible value. They all follow the same structure — only the checked string and the value that gets filled in change.

Configuration of the first Trigger:

Trigger name: Set tom_usuario = satisfeito

Conditions — Meet ALL of the following:

• Ticket → Is → Updated

• Comment → Is → Present and Private

• Current user → Is → <ClaudIA user in your Zendesk>

• Comment text → Contains the following string → Tom do usuário: satisfeito

Actions:

• Ticket → Tom do usuário → Satisfeito

Save and repeat for the other 6 values as shown in the table:

In the end, you will have 7 Triggers. Since the 7 values are mutually exclusive within the same note, only one Trigger fires per ticket.

Applying the pattern to other fields

The same logic can be applied to any other enumerated-value field you want to capture from the internal note. Some common examples:

For each new field, repeat the 4 steps: adjust the prompt, validate the format, create the Drop-down field, and create one Trigger per value.

Notes

Why not use the "Status changed to Solved" condition: at first glance, it may seem intuitive to fire the Trigger only when the ticket is solved. We don't recommend it for two reasons: on tickets transferred to N2, the ticket is solved by the human agent later, and at that moment the Current user is the human agent (not ClaudIA), which breaks the filter; and ClaudIA's note is already written before "Solved", so delaying the field's fill brings no benefit.

Filtering by the ClaudIA user: the condition Current user is <ClaudIA user> is essential. Without it, any human agent who mentions the phrase in an internal comment would also fire the Trigger and fill the field incorrectly.

If you have any questions during setup, open a ticket in our support channel or talk directly to your CSM.

Related articles:

• [Zendesk] Transferência de chamados para Nível 2 (N2)

• [Zendesk] Guia passo a passo da integração

Official documentation:

• Zendesk Help — Creating Triggers

• Zendesk Help — Creating custom ticket fields