TICKET MANAGEMENT
Find help articles that cause ticket reopens
When a Zendesk ticket reopens after being solved, identifies the Confluence help article linked in the resolution and clusters reopens per article so you can spot the docs…
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket reopened after solvedZendesk
- ActionExtract Confluence article links from solving commentZendesk
- LogicSkip if no article was cited; else tally per article
- ActionFetch article titles for top offendersConfluence
- OutputPublish reopen-by-article summary page in ConfluenceConfluence
What it does
Links reopened tickets to the specific Confluence help-center article an agent cited when they solved the ticket. By clustering reopens per article, it surfaces the documentation that looks helpful but does not actually solve the customer's problem.
When to use it
Use this when your team resolves tickets by pointing customers at knowledge-base articles and you want to know which of those articles are failing. It tells your docs team exactly what to rewrite, ranked by customer impact.
How it works
The workflow triggers when a Zendesk ticket transitions back to open from a solved state. It scans the ticket's solving comment for Confluence article URLs. If none are found, the ticket is skipped. For each matched article it accumulates a reopen tally in a running store keyed by article ID. On a weekly cadence it pulls the current titles from Confluence for the top offenders and writes a summary page back into the Confluence space listing each article, its reopen count, and linked example tickets for the docs owner.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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