AI & RAG
Zendesk ticket auto-responder for API version questions
When a support ticket asks about an API version change or breaking behavior, retrieves the matching changelog entries and drafts a grounded reply citing the exact version diff…
How it runs
The automated pipeline, trigger to output.
- TriggerNew support ticket created in ZendeskZendesk
- LogicClassify if ticket is about an API version change; skip if not
- ActionRetrieve relevant changelog entries and diffs from GitHubGitHub
- ActionDraft reply grounded in retrieved diffsOpenAI
- LogicVerify reply is fully citation-backed
- OutputAttach cited draft as an internal note on the ticketZendesk
What it does
This workflow watches incoming Zendesk tickets, identifies the ones asking about API version changes or unexpected breaking behavior, retrieves the relevant changelog entries, and drafts a cited reply explaining what changed and in which version. The draft sits with the agent for one-click send or edit.
When to use it
Use it when your support queue fills with "this used to work, what changed?" tickets and agents waste time digging through release notes. It deflects or accelerates those tickets with accurate, sourced answers.
How it works
- 1A new ticket is created in Zendesk.
- 2A logic step classifies whether the ticket concerns an API version or breaking change; unrelated tickets are skipped.
- 3The workflow retrieves the relevant CHANGELOG entries and diffs from GitHub for the version in question.
- 4An OpenAI model drafts a reply strictly grounded in the retrieved entries, quoting the version and diff.
- 5A logic step checks the answer is fully citation-backed before proposing it.
- 6The cited draft is attached to the Zendesk ticket as an internal note for the agent.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect GitHubRepos, issues, pull requests, actions.
- 3Connect OpenAIModels, embeddings, files.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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