AI & RAG
Draft Zendesk replies grounded in Confluence docs and past tickets
When a new Zendesk ticket arrives, retrieves the most relevant Confluence articles and resolved past tickets, then drafts a cited reply for an agent to review and send.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionRetrieve top docs + past tickets from Supabase vector storeSupabase
- LogicBranch on retrieval relevance score
- ActionDraft grounded, cited reply with OpenAIOpenAI
- OutputPost draft as internal note for agent reviewZendesk
What it does
Turns each incoming support ticket into a ready-to-edit answer. It pulls the customer's question, finds the closest matching product documentation and previously-solved tickets, and writes a grounded draft that cites its sources — so agents stop re-answering the same questions from scratch.
When to use it
For support teams with a mature Confluence knowledge base and a history of resolved tickets, where first-response time is the bottleneck. Best when you want a human to approve every reply rather than auto-send.
How it works
- 1A new ticket in Zendesk fires the trigger.
- 2The ticket subject and body are embedded and used to search a Supabase vector store of Confluence articles and past resolved tickets.
- 3The top matches are checked for a relevance score; thin matches are flagged for fully-manual handling instead of drafting.
- 4OpenAI composes a reply using only the retrieved passages, appending source links.
- 5The draft is posted as an internal Zendesk note tagged for agent review.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Connect SupabaseTables, auth, storage, edge functions.
- 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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