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Slack Bot: Suggest Knowledge Base Answers for New Zendesk Tickets

When a new Zendesk ticket arrives, the bot finds matching internal knowledge base articles and posts a suggested reply to the support team's Slack channel for one-click use.

CategoryChatbots
Enginesim
Difficultyintermediate
Triggerwebhook
Steps5
Setup~15 min

How it runs

The automated pipeline, trigger to output.

  • TriggerZendesk ticket createdZendeskZendesk
  • ActionSearch KB for relevant articlesSupabaseSupabase
  • LogicAny strong match found?
  • ActionDraft suggested replyOpenAI
  • OutputPost draft to Slack support channelSlack

What it does

Speeds up agent response time by doing the research up front. Each time a customer opens a Zendesk ticket, the workflow searches your knowledge base for relevant articles, drafts a suggested reply with OpenAI, and drops it into the support team's Slack channel so an agent can review, tweak, and send.

When to use it

When your support agents spend time hunting for the right doc on every ticket. Ideal for teams who want AI-assisted drafts kept in Slack with a human in the loop, rather than auto-replying to customers.

How it works

  1. 1A Zendesk `ticket created` webhook triggers the flow.
  2. 2The ticket subject and body are used to search the Supabase knowledge base.
  3. 3A logic step skips tickets with no decent match to avoid noisy suggestions.
  4. 4OpenAI drafts a suggested reply grounded in the matched articles.
  5. 5The draft, ticket link, and source articles are posted to the support Slack channel for an agent to action.

Set it up

What you configure once, before turning it on.

  1. 1
    Connect ZendeskTickets, queues, knowledge base.
  2. 2
    Connect SupabaseTables, auth, storage, edge functions.
  3. 3
    Connect OpenAIModels, embeddings, files.
  4. 4
    Connect SlackChannels, DMs, threads, mentions.
  5. 5
    Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
  6. 6
    Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
  7. 7
    Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.

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