AI & RAG
Suggest Grounded Zendesk Replies from Loom Walkthroughs and Docs
On each new technical support ticket, retrieves the most relevant Loom walkthrough segments and Confluence articles.
How it runs
The automated pipeline, trigger to output.
- TriggerNew technical ticket created in ZendeskZendesk
- LogicFilter to technical tickets only
- ActionRetrieve relevant Loom segments and Confluence articlesLoom
- ActionDraft grounded reply with citations via OpenAIOpenAI
- OutputPost suggested reply as internal note on the ticketZendesk
What it does
When a technical Zendesk ticket arrives, this workflow searches your recorded Loom walkthroughs and Confluence articles for the closest match and drops a suggested, citation-backed reply into the ticket as an internal note. Agents resolve faster and stay consistent with how the SE team actually explains things on camera.
When to use it
Use it for support queues that get repetitive integration, setup, and behavior questions whose answers already exist in demo recordings and docs. It deflects research time without auto-sending anything to the customer.
How it works
- 1A new or updated Zendesk ticket triggers the flow.
- 2A logic step filters to technical tickets and skips billing or account requests.
- 3The retriever embeds the ticket body and searches Loom transcripts plus Confluence articles for relevant passages.
- 4OpenAI drafts a reply grounded only in the retrieved material, with links and Loom timestamps.
- 5The suggestion is posted as an internal note on the ticket for the agent to edit and send.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect LoomVideo transcripts, libraries.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 4Connect OpenAIModels, embeddings, files.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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