[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
:::info ClaudIA already logs an internal note on the ticket at the end of every conversation. The content of that note
is generated by an LLM from a prompt that is configurable in the ClaudIA Panel. This guide assumes the prompt has been
adjusted to produce values in a structured format (see Step 1).
:::
- Administrator access to the ClaudIA Panel (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 ClaudIA Panel — 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 panel
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:
:::success
Tom do usuário: frustrado
Lowercase value, acute accent on the word "usuário", a single space between the colon and the value, and the value
exactly equal to one of the 7 in the list.
:::
:::warning If you spot variations such as Tom do Usuário: Frustrado (with capital letters), tom do usuário: frustrada
(in the feminine form), or Tom do usuário:frustrado (no space), adjust the prompt before continuing. Zendesk Triggers
only fire on an exact and case-sensitive match.
:::
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:
| Value | Display name (visible label) | | --- | --- | | satisfeito | Satisfeito | | neutro | Neutro | | confuso |
Confuso | | impaciente | Impaciente | | irritado | Irritado | | frustrado | Frustrado | | muito_frustrado | Muito
Frustrado |
:::info Keep the values exactly as above (lowercase, with an underscore where applicable) — this is what the Triggers
will set. The display name can be adjusted to your operation's preference.
:::
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:
| Trigger name | Comment text contains | Action: Tom do usuário | | --- | --- | --- | | Set tom_usuario = satisfeito |
Tom do usuário: satisfeito | Satisfeito | | Set tom_usuario = neutro | Tom do usuário: neutro | Neutro | | Set
tom_usuario = confuso | Tom do usuário: confuso | Confuso | | Set tom_usuario = impaciente | Tom do usuário: impaciente
| Impaciente | | Set tom_usuario = irritado | Tom do usuário: irritado | Irritado | | Set tom_usuario = frustrado | Tom
do usuário: frustrado | Frustrado | | Set tom_usuario = muito_frustrado | Tom do usuário: muito_frustrado | Muito
Frustrado |
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:
| Field | Possible values (example) | | --- | --- | | Main intent | duvida, reclamacao, solicitacao, cancelamento | |
Perceived urgency | baixa, media, alta, critica | | Problem category | pagamento, entrega, produto, cadastro, outro | |
Resolution | resolvido_pela_ia, transferido_n2, aguardando_cliente |
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
:::warning Important limitation: this 100% native Zendesk approach only works for fields with enumerated values (closed
list). For free-text fields from the note — such as Motivo do contato (Reason for contact), O que já foi feito (What has
been done), Pendências (Pending items) — you need to use an external automation (Make, n8n, Zapier, or similar) that
receives a webhook from Zendesk, parses the note text, and updates the fields via API. Talk to your CSM if you need that
route.
:::
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
