AI & RAG
Zendesk Infra Ticket Answer from Cited Runbooks
When an internal infrastructure support ticket lands in Zendesk, drafts a grounded reply from the matching Confluence runbook, citing the exact step.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket tagged infrastructureZendesk
- ActionSearch Confluence runbooks for matching procedureConfluence
- LogicConfirm confident match before drafting
- ActionDraft reply grounded in runbook with cited step
- OutputPost draft as Zendesk internal note for reviewZendesk
What it does
Handles the steady stream of internal infra requests — 'how do I rotate this key', 'restart that service' — by drafting answers straight from your runbooks. On a new Zendesk ticket tagged infrastructure, the agent finds the relevant Confluence runbook, drafts a reply grounded in its text with the exact step cited, and attaches it as an internal note so a support agent can review and send.
When to use it
Use it when your platform or IT team fields repetitive how-to tickets that have documented answers. Best for keeping responses consistent and citable while keeping a human in the loop before anything goes to the requester.
How it works
- 1A new Zendesk ticket tagged infrastructure triggers the workflow.
- 2The agent searches Confluence runbooks for the procedure matching the request.
- 3A logic check confirms a confident match before drafting.
- 4It drafts a reply grounded solely in the runbook, citing the exact step and version.
- 5The draft is posted as a Zendesk internal note for agent review and send.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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