AI & RAG
Runbook-Grounded First-Reply Drafter for Zendesk Tickets
On each new support ticket, drafts a cited reply from your runbook corpus and either auto-suggests it to the agent or escalates when documentation does not cover the issue.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionRetrieve matching runbook passagesPostgres
- LogicIf no coverage, tag 'needs-human' and stop
- ActionDraft cited first reply from sourcesOpenAI
- OutputAttach draft and citations as internal Zendesk noteZendesk
What it does
Reads every incoming Zendesk ticket, retrieves the matching procedures from your Confluence and Drive runbooks, and writes a draft first reply grounded only in those sources with citations attached as an internal note. Tickets with no supporting documentation are tagged for human triage instead of receiving a fabricated answer.
When to use it
Use it on a support queue where many tickets map to documented procedures (password resets, plan changes, known errors). It shortens first-response time while keeping a clear paper trail from the reply back to the source doc.
How it works
- 1A new Zendesk ticket triggers the flow.
- 2The ticket subject and body are embedded and matched against the runbook index in Postgres.
- 3A logic branch checks coverage: if nothing relevant is found, the ticket is tagged 'needs-human' and the flow ends.
- 4OpenAI drafts a reply restricted to the retrieved passages, listing each citation.
- 5The draft and its citations are attached to the ticket as a private agent note for review and send.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect ConfluenceSpaces, pages, blueprints.
- 5Connect Google DriveDocs, sheets, slides, files.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, 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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