How it works

Follow these 3 simple steps to start receiving weekly Zendesk ticket analysis automatically

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Schedule
App connector: Schedule • Time to complete: 1 minute
Why this matters: This trigger runs the analysis on a consistent weekly schedule, ensuring support trends are reviewed regularly and leadership receives timely insights for sprint planning and product prioritization.

This scheduled trigger runs once per week on Sundays at midnight. The timing provides a complete view of the previous week's support activity and delivers insights at the start of the new week when planning occurs.

Customization: You can adjust the schedule to run on different days or times by modifying the schedule value.

Ask (AI Analysis)
App connector: Ask • Time to complete: 0 minutes (Auto-configured)
Why this matters: Uses AI to intelligently read through all tickets, understand customer issues from actual conversation content (not just metadata), identify meaningful patterns, and extract actionable insights that would take hours to compile manually.

This step triggers an AI agent that executes a complex analysis workflow. The AI uses the automation "Get Zendesk Support Tickets" to retrieve tickets from the past 7 days, then analyzes them according to specific instructions. The content prompt directs the AI to:

1. Review all Zendesk conversations from the past 7 days
2. List the date range at the top of the summary
3. Identify the top 2-3 customer issues or trends based on actual message content
4. For each trend: describe the specific issue, estimate ticket count, be specific (not generic), and focus on user intent rather than metadata
5. Provide working Zendesk conversation links (format: https://[SUBDOMAIN].zendesk.com/agent/tickets/[NUMBER])
6. Include 2-3 actionable recommendations for the product team

The instructions parameter tells the AI to make assumptions rather than asking follow-up questions, throw errors with missing parameters prefixed by "ERROR", and return HTML for email formatting. The AI's analysis is returned as {{ask.content}}.

Setup requirement: You must have Zendesk connected to MESA and the "Get Zendesk Support Tickets" skill available for the AI to retrieve tickets.

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Send Email
App connector: Email • Time to complete: 2 minutes
Why this matters: Delivers the AI-generated analysis to your team, ensuring support insights reach decision-makers who can act on customer feedback patterns and prioritize product improvements.

This step sends an email with the AI's analysis to your configured recipient.

Configuration: You must enter the email address during setup—this could be a product manager, support lead, or team distribution list. The subject line is "Last Week's Zendesk Conversations" and the message body contains {{ask.content}} (the AI's formatted analysis with trends, links, and recommendations). The AI returns HTML-formatted content, so the email will have structured formatting with proper sections, lists, and clickable links.

Make it your own

Customize this workflow even further:

Adjust analysis frequency
Change the schedule trigger to daily or monthly if weekly reports are too frequent or not frequent enough, adapting the analysis cadence to your team's needs and ticket volume.
Send to Slack instead of email
Replace or supplement the email step with a Slack message to a channel like #product-insights or #support-trends, enabling team discussion and visibility of support patterns.
Filter by ticket properties
Modify the AI prompt to focus on specific ticket types, tags, or priority levels (like "only analyze tickets tagged 'bug' or 'feature-request'"), enabling targeted analysis of specific support categories.
Include custom metrics
Enhance the AI prompt to calculate and include metrics like average response time, resolution rates, or customer satisfaction scores alongside the qualitative trend analysis.

Frequently asked questions

Can I customize what the AI analyzes or reports on?
Yes, edit the "Ask" step and modify the content field to change what the AI focuses on. You can adjust the time range (e.g., "past 30 days"), number of trends to identify, types of recommendations, or add specific questions you want answered.
What if my Zendesk subdomain is different or needs special configuration?
The AI constructs Zendesk links based on standard Zendesk URL formats. If your setup uses custom domains or requires special link formats, you can modify the AI prompt to specify your exact URL structure in the instructions.
Will this work if I have thousands of tickets per week?
The AI will process tickets available through the "Get Support Tickets" skill, which may have limits. For very high-volume support operations, consider filtering the analysis to specific ticket properties or sampling a representative subset rather than all tickets.
What is a template?
MESA templates are fully pre-configured workflows built and vetted by Shopify Experts. Unlike competitor templates that provide basic scaffolds requiring extensive setup, MESA templates come with all data variables properly mapped, required fields configured, and steps ready to activate. You can turn them on immediately and start automating.
Can I customize a template?
Absolutely! While our templates work out-of-the-box, every step can be personalized to match your exact business requirements. Add conditional logic, integrate additional apps, or build more sophisticated workflows. MESA's templates provide a solid foundation that you can expand as needed.
Are templates free?
Yes! Our entire library of expert-built, production-ready templates is free to use. Unlike platforms that charge for premium templates or provide only basic scaffolds, MESA gives you access to hundreds of fully-configured, vetted workflows at no additional cost.

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