If an incoming ticket requests a bank statement to evaluate for possible financing/loan/mortgage/credit underwriting or offers financing/loan/mortgage/credit underwriting. Include common variants: ‘bank statements,’ ‘bank statement copies,’ ‘financial statements,’ ‘proof of bank balances,’ ‘lender needs statements,’ ‘financing documentation,’ 'offer of a line of credit,' 'bridge loan,' or 'SBA loans.' If match confidence ≥ 0.8:
Draft and send a customer reply: ‘Thanks for reaching out. We don’t provide bank statements as part of our support process. Please remove this address from any request lists. This ticket will be closed. If you need assistance with an existing LJCSI service or engagement, reply with details and we’ll be glad to help.’ Tone: friendly, clear, professional. Keep under 80 words.
Update the Contact: set field Auto-Close = Yes.
Close the ticket with Status = Closed and Resolution = ‘Financing bank statement request—auto-closed.’
Add internal note: ‘Auto-closed by Zia: Financing bank statement request. Contact updated (Auto-Close=Yes).’ If confidence < 0.8, do nothing except add an internal note with the detected confidence and top keywords. Output:
Decision: Match/No Match
Confidence: 0.00–1.00
Actions taken (reply sent, contact updated, ticket closed) or reason for no action.”
How to deploy this across new and existing tickets
Create a custom Contact field:
Name: Auto-Close
Type: Picklist or Boolean
Values: Yes/No (default No)
Create a Desk macro (for on-demand and bulk use):
Actions:
Send reply: use the reply text above
Update Contact: Auto-Close = Yes
Close ticket: Status Closed; Resolution as specified
Add internal note (the audit line)
Name: Auto-Close: Financing Bank Statement Request
Zia Skill/Agent configuration:
Intent: “financing document request” with synonyms (financing, loan, mortgage, lender, bank statement, bank statements, financial statements, proof of funds, underwriting).
Condition: Confidence ≥ 0.8 triggers the macro.
Fallback path: Confidence < 0.8 → add internal note only.
Automation for new tickets:
Workflow rule: On Ticket Creation
Criteria: Zia intent = “financing document request” AND Confidence ≥ 0.8
Action: Execute Macro → Auto-Close: Financing Bank Statement Request
Automation for existing open tickets (one-time catch-up):
Create a view: Status in [Open, On hold, Pending] AND Created Time is before today
Bulk select → Run Macro → Auto-Close: Financing Bank Statement Request
Alternatively, schedule a nightly function (Deluge) to scan open tickets for the Zia intent and execute the macro when matched.
Optional safety/controls
Exclusions: Add a condition to skip VIP accounts or specific departments.
Audit: Create a custom field Ticket Auto-Close Reason with the resolution string for reporting.
Reporting: Build a view/dashboard counting monthly auto-closed tickets and contacts marked Auto-Close = Yes.