Check out what I made: a Poe bot that summarizes and tags our Zendesk tickets automatically.

Hey folks! Been deep in our support ticket queue lately and noticed we were spending a ton of time just triaging—reading long tickets to figure out what they're about and what tags to apply. So, I built a Poe bot to handle the grunt work! 🤖

It's hooked into our Zendesk (via their API), and whenever a new ticket comes in, the bot:
* Reads the full ticket description and comments.
* Generates a concise, one-paragraph summary.
* Suggests relevant tags (like `billing`, `api-error`, `urgent`, `feature-request`).
* Posts all this as a private internal note on the ticket. Our support agents can then review, adjust if needed, and act much faster.

The core logic is a simple Python bot using LangChain, but the real magic for me was automating its deployment and lifecycle. Here's a snippet of the Terraform I used to set up the bot's infrastructure on AWS, making it easy to recreate:

```hcl
# poe_bot.tf - Provisioning the Lambda and API Gateway
resource "aws_lambda_function" "zendesk_summarizer" {
function_name = "poe-zendesk-summarizer-bot"
runtime = "python3.11"
handler = "lambda_function.lambda_handler"
role = aws_iam_role.lambda_exec.arn
filename = "bot_deployment_package.zip"
environment {
variables = {
POE_API_KEY = var.poe_api_key
ZENDESK_TOKEN = var.zendesk_token
}
}
}

# API Gateway to receive webhooks from Zendesk
resource "aws_apigatewayv2_api" "webhook_api" {
name = "zendesk-webhook-api"
protocol_type = "HTTP"
}
```

I used Ansible to handle the initial setup of the Python environment and dependencies on the CI runner that builds the deployment package. This keeps everything consistent and version-controlled.

The results so far? Ticket triage time is down by about 70% for those initial categories. The bot isn't perfect—sometimes its tag suggestions are a bit off—but it gives our team a massive head start. The biggest win is that agents can now focus on solving problems instead of summarizing them.

Has anyone else built a Poe bot for internal ops or support workflows? I'd love to compare notes on patterns or cost management (Lambda costs are minimal, but the Poe API calls are the thing to watch).

~CloudOps