AI & RAG
Draft Grounded Support Replies from the Coda Knowledge Hub
On a new Zendesk ticket, retrieves matching rows from the Coda knowledge hub and drafts a reply grounded in them as an internal note.
How it runs
The automated pipeline, trigger to output.
- TriggerNew or updated Zendesk ticketZendesk
- ActionRetrieve matching rows from Coda knowledge hubCoda
- LogicBranch: no relevant row → mark low confidence, skip draft
- ActionDraft reply grounded only in retrieved rowsOpenAI
- OutputPost draft, citations, and confidence as internal ticket noteZendesk
What it does
Gives support agents a head start without auto-sending anything risky. When a ticket arrives, the workflow finds relevant Coda knowledge rows, drafts a reply that only uses facts from those rows, and posts it as an internal note on the ticket along with citations and a confidence level. The agent edits and sends.
When to use it
Use it when your support answers live in Coda and you want faster first responses while keeping a human in the loop. Best for teams that value accuracy and traceability over full automation.
How it works
- 1A new or updated Zendesk ticket triggers the workflow.
- 2The workflow retrieves the top matching rows from the Coda knowledge hub using the ticket subject and body.
- 3A logic step assigns low confidence and skips drafting when no row is sufficiently relevant.
- 4OpenAI drafts a reply grounded strictly in the retrieved rows, listing each cited row.
- 5The draft, citations, and confidence flag are posted as an internal note on the Zendesk ticket for agent review.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect CodaDocs, packs, automations.
- 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 it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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