CHATBOTS
Slack Bot: Escalate Unanswerable Questions to Zendesk
When the helpdesk bot can't confidently answer a Slack question from the knowledge base, it opens a Zendesk ticket and tells the user it has been routed to the support team.
How it runs
The automated pipeline, trigger to output.
- TriggerSlack app_mention receivedSlack
- ActionSearch knowledge baseSupabase
- LogicBelow confidence threshold?
- ActionCreate Zendesk ticketZendesk
- OutputReply with ticket ID in threadSlack
What it does
Closes the loop on questions the bot can't handle. Instead of dead-ending with "I don't know," the workflow detects low-confidence retrievals, creates a Zendesk ticket capturing the question and Slack context, and replies with the ticket number so the employee knows a human is on it.
When to use it
When you've deployed a Slack knowledge-base bot and want a safety net for the gaps. Ideal for teams that already triage support in Zendesk and want unanswered Slack questions to become tracked tickets instead of getting lost.
How it works
- 1A Slack `app_mention` triggers the flow with the user's question.
- 2The question is matched against the Supabase knowledge base.
- 3A logic step checks whether the best match clears the confidence threshold; confident hits exit early (handled by the answerer bot).
- 4For misses, a Zendesk ticket is created with the question, requester, and a link to the Slack thread.
- 5The bot replies in-thread with the ticket ID and an expected response window.
Set it up
What you configure once, before turning it on.
- 1Connect SlackChannels, DMs, threads, mentions.
- 2Connect SupabaseTables, auth, storage, edge functions.
- 3Connect ZendeskTickets, queues, knowledge base.
- 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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