CUSTOMER SUPPORT
Support: Nightly Backlog KB-Draft and Triage Run
On a nightly schedule, sweeps unanswered Zendesk tickets, drafts KB-grounded replies for the ones with strong article matches.
How it runs
The automated pipeline, trigger to output.
- TriggerNightly schedule fires
- ActionFetch open unanswered Zendesk ticketsZendesk
- LogicSplit tickets into KB-covered vs uncovered
- ActionDraft cited replies and attach internal notesZendesk
- ActionRank uncovered tickets by age and priorityOpenAI
- OutputPost morning triage digest to SlackSlack
What it does
Runs once a night across your open Zendesk backlog rather than per-ticket. It pre-drafts answers for everything the knowledge base can cover and hands the agent team a prioritized digest of what still needs a human in the morning.
When to use it
Use this for teams with an overnight queue and a morning standup. Instead of reacting ticket by ticket, agents arrive to a batch of ready drafts plus a clear list of the genuinely hard tickets.
How it works
- 1A nightly schedule triggers the run.
- 2Open, unanswered Zendesk tickets from the last 24 hours are fetched.
- 3Each ticket is searched against the Help Center; a logic step splits them into covered versus uncovered.
- 4For covered tickets, OpenAI drafts a cited reply and attaches it as an internal note in Zendesk.
- 5Uncovered tickets are summarized and ranked by age and priority.
- 6A morning triage digest of the uncovered tickets is posted to the support channel in Slack.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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 this workflow in your colony.
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