AI & RAG
Auto-resolve high-confidence FAQ tickets, escalate the rest
Classifies each new Zendesk ticket against the knowledge base and, only when retrieval confidence is high, sends a grounded answer and solves it automatically.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionMatch question against Supabase knowledge indexSupabase
- LogicConfidence gate: auto-resolve vs escalate
- ActionGenerate grounded reply with OpenAIOpenAI
- OutputSend reply and solve, or route to human queueZendesk
What it does
Closes the loop on simple, well-documented questions end to end. For each new ticket it judges whether the knowledge base clearly answers the question; if so, it sends a cited reply and marks the ticket solved, and if not, it tags and assigns the ticket for an agent. This is the auto-send sibling of the draft-only workflow.
When to use it
For teams drowning in repetitive FAQ tickets (password resets, plan limits, where-is-X) who want true deflection, not just drafts. Use only once your docs are trustworthy and your confidence threshold is tuned conservatively.
How it works
- 1A new Zendesk ticket fires the trigger.
- 2The question is matched against the Supabase index of docs and resolved tickets.
- 3A confidence gate splits high-certainty FAQs from everything else.
- 4For high-confidence hits, OpenAI writes a grounded, cited reply.
- 5The reply is sent and the ticket solved; low-confidence tickets are tagged and routed to a human queue.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SupabaseTables, auth, storage, edge functions.
- 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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