Turn customer support tickets into case study drafts and testimonial requests

Create a simple scoring checklist before reviewing any tickets. Good candidates include clear before-and-after moments, solved high-friction problems, praise from the customer, measurable improvement, expansion signals, or repeated usage success. Exclude tickets that are unresolved, angry, legally sensitive, or too technical to explain externally.

Export the last 60-90 days of Zendesk tickets from customers who are active, retained, renewed, or expanded. Include ticket subject, customer name, company, ticket body, resolution status, tags, CS owner, and customer satisfaction rating if available. Add relevant account context from HubSpot so you can prioritize important customers.

Paste batches of ticket data into Claude and ask it to score each customer based on story potential. Have it identify the problem, resolution, proof angle, customer quote candidates, and whether the story needs customer success validation before outreach.

Analyze these support tickets and identify potential customer story or testimonial candidates.

Tickets:
{{support_ticket_export}}

Scoring criteria:
{{story_scoring_checklist}}

For each promising candidate, return:
1. Customer/company
2. Story potential score from 1-5
3. Problem before resolution
4. Resolution or outcome
5. Possible case study angle
6. Exact customer phrases that may be usable as quote inspiration
7. Risk level: low, medium, or high
8. What needs validation from CS before outreach

Do not invent outcomes. Only use what is supported by the ticket text.

Move the ranked candidates into Airtable. Add fields for customer, account owner, story angle, proof strength, risk level, permission status, CS validation status, draft link, testimonial request sent, and next step. This becomes your lightweight customer marketing pipeline.

For each approved candidate, use Claude to create a short case study draft. Keep it honest: use the ticket evidence for the problem and resolution, then clearly mark any missing details that require a customer interview. The draft should include headline, summary, challenge, solution, result, quote placeholders, and follow-up questions.

Draft a short B2B case study from this support-ticket evidence.

Customer context:
{{customer_context}}

Ticket evidence:
{{ticket_evidence}}

Known outcome:
{{known_outcome}}

Rules:
- Do not invent metrics or quotes
- Use plain, customer-friendly language
- Clearly mark missing information as [NEEDS VALIDATION]
- Keep the draft concise

Return:
1. Working headline
2. 2-sentence summary
3. Challenge section
4. Solution section
5. Result section
6. Quote placeholders based on ticket language
7. Follow-up interview questions

Use Claude to draft a friendly testimonial or case study request email for each customer. The email should reference the resolved issue in a respectful way, explain why their story may help peers, and make the ask easy. Include a lighter option: approve a short quote instead of committing to a full case study.

Write a testimonial or case study request email for this customer.

Customer: {{customer_name}}
Company: {{company_name}}
Resolved issue or win: {{resolved_issue}}
Proposed story angle: {{story_angle}}
Sender: {{sender_name_and_role}}
Relationship context: {{relationship_context}}

Create:
1. A warm email asking for permission
2. A shorter fallback ask for a one-line quote
3. A subject line

Tone: respectful, specific, low-pressure. Do not sound like a mass marketing request.

Once the customer approves or provides additional detail, use Claude and Grammarly to polish the case study into your preferred format. Create a short website version, a sales proof snippet, and a social post from the same story so the work becomes reusable across channels.

Turn this approved customer story into reusable marketing assets.

Approved story details:
{{approved_case_study}}

Customer-approved quote:
{{approved_quote}}

Create:
1. Website case study version
2. 100-word sales proof snippet
3. LinkedIn post
4. Email nurture snippet
5. One-slide sales deck proof block

Do not add claims beyond what the customer approved.