One & Zero-Touch Tickets in Zendesk with Stylo Workflows

Some support tickets are so predictable you can answer them before you finish reading them. Macros help, but they still rely on you to notice the pattern, click the right one, adjust the wording, and (sometimes) clean up the fields.

Workflows go further. They can recognize the ticket, draft or send the response, and take care of the tags, fields, and status changes - all without the repetitive busywork.

Why one-touch and zero-touch matter

Not every ticket needs deep thought. Some just need to be handled quickly and consistently. Workflows take the repetitive ones off your plate so your energy goes toward problems that actually need you.

This isn't about replacing agents - it's about removing the drag.

Where workflows beat macros

Macros apply text. Workflows apply judgment.

With intent (what the ticket is about) and conditions (the signals that confirm it), workflows step in at the right moment and adapt to what the customer actually said.

It feels less like automation and more like teaching your tools what "this kind of ticket" looks like.

One-touch vs zero-touch

• Manual (one-touch): You run the workflow.
  
  
  

• Suggested (one-touch): Stylo suggests it when the pattern matches, and you confirm.
  
  
  

• Automatic (zero-touch): The workflow handles everything without anyone clicking a button.
  
  
  

Building a useful workflow template

A workflow template can mix three (or more) elements in a single response:

• plain text for the parts you always want said the same way (like an introduction, or a link to a webpage)
  
  
  

• placeholders (like the requester's first name) to personalize predictable details
  
  
  

• AI prompts to adapt the message to the customer's unique situation
  
  

The goal is choosing the right blend: keep fixed language where it matters, use placeholders for consistent personalization, and let the AI fill in the parts that change from ticket to ticket.

For the AI portion, a short, clear prompt is usually all you need. A bit of context, a note on tone, and a simple instruction about what you want the AI to produce will generate something accurate, helpful, and on-brand.

Great workflow candidates

Anything your team answers constantly, or currently has a macro for, like:

• refunds
  
  

• shipping updates
  
  

• password resets
  
  

• cancellations
  
  

• basic troubleshooting
  
  If it's predictable, it's workflow-ready.

  
  

Start small

Pick one repetitive ticket type and build one workflow. Feel the lift. Then make another.

Before long, your queue has a mix of smooth one-touch resolutions and fully automatic zero-touch wins.

The bottom line

Workflows aren't about speed for speed's sake. They're about removing repetitive tasks so agents can focus on work that matters.

Fewer loops. Fewer clicks. More momentum.


If you want to learn more about Workflows, check out our Comprehensive Guide or schedule a demo with a member of the Stylo team!