Use casesFollow-ups

Support ticket follow-ups, so nothing goes quiet

Mitra reads your Zendesk queue every morning and nudges the customers whose tickets have waited more than two days for a reply. The tickets waiting on your team go to Slack instead. You describe the rules in plain English, and every run is recorded step by step.

Runs: Every day at 10am
Used by: Customer Support

The prompt

Every morning at 10am, nudge the Zendesk tickets waiting on a customer for two days. Post the ones waiting on us to #support.

Zendesk

Slack

Build this agent

200 credits to start · no credit card

What the agent actually does.

Read the open queue
The agent reads every ticket still open, with who sent the last message and when they sent it.
Split by who owes a reply
Tickets where the customer went quiet sit on one side, and tickets your team has not answered sit on the other.
Nudge the quiet customers
For anything waiting more than two days, the agent adds a short, polite follow-up in your usual tone.
Post your side of the list
Tickets waiting on your team go to Slack with the requester and how long each has waited.
Record the run
Every ticket read and nudge sent is written down, so you can check exactly what the agent did.

Make it yours.

For small support teams with no queue manager, where tickets resurface only when a customer complains. Change any of this by saying so — there is nothing to rewire.

Nudge only paying customers, and escalate anything quiet for a week.
Skip the customer nudge and post both lists to Slack every morning.
Send each assignee their own waiting tickets instead of one channel.

Questions, answered.

Will Mitra reply to customers on its own?

Mitra sends a customer reply only if your instructions ask for one. Tell the agent to nudge tickets that have gone quiet and it posts that reply in Zendesk, or tell it to send you the list instead and the ticket stays untouched. You can read every run back step by step.

How do I know which tickets my team still owes a reply to?

Mitra posts the list of tickets waiting on your team to Slack on the same run. The agent reads your Zendesk queue for tickets where the last message is from the customer and has sat more than a day, then drops them into your channel with the requester and the wait.