Triage
Tickets that breached SLA last week, grouped by group and priority.
pullssearchTicketslistSlaPolicies
Zendesk · Live
Ask Zendesk what customers keep telling you.
Read Zendesk tickets, conversations, organisations, and SLAs so the agent can quote real customer issues, measure response times, and surface trends.
- Auth
- OAuth
- Access
- Read-only by default
- Plan
- Every plan
- Freshness
- Live — every call hits Zendesk's API
- Available on
- Every plan
Examples
Questions teams actually ask.
The tools it pulls from are shown inline — every answer in Lumen cites the underlying records it read.
Themes
Cluster the last 200 tickets by topic — what are the top 5 reasons people are writing in?
pullssearchTicketsgetTicketComments
Performance
First-reply time and full-resolution time by agent over the last 14 days.
pullssearchTicketsgetTicketAudits
Scope
What Lumen sees. What it can change.
Read is on by default. Every write is a separate toggle, capped per user, and logged.
Read
What Lumen reads
Lumen calls the Zendesk REST API with the OAuth token you grant at install, scoped to your subdomain. Read scope only by default.
- Tickets
Search by status, group, assignee, tag, customer; comments, audits, SLA breach state
- Users & organisations
Lookup, ticket history, plan tier, custom fields
- Macros & triggers
Definitions, last-used counts, recent applications
- Groups & schedules
Group membership, business-hour schedules, SLA policies
- Reports
First-reply / full-resolution time, satisfaction score, ticket volume by view
Write · opt-in
What Lumen can write
Lumen does not write to Zendesk by default. Tagging, macro application, and replies can be admin-enabled per subdomain.
Every call is logged with user, operation, ticket / user ID, and date range. Exportable as CSV.
Install
Connect in under a minute.
No keys, no call, no app marketplace fine print.
- Authorize01
Connect with OAuth
In Settings → Integrations → Zendesk, enter your subdomain and click Connect. Approve the read scopes Lumen requests.
- Confirm scope02
Pick views & groups
Optionally restrict the agent to specific groups or views. By default, the OAuth scope covers everything your user can see.
- Ask03
Try a warm-up question
Start with "Top 5 ticket reasons last week" — the agent will sample recent tickets and cluster them.
Connect Zendesk. Hear what customers are actually saying.
OAuth. Read-only by default. Tag/reply writes opt-in.