CUSTOMER SUPPORT
Cluster Recurring Zendesk Tickets into Help-Center Article Drafts
Weekly, pulls the past week of solved Zendesk tickets, groups them into recurring themes with OpenAI.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionFetch tickets solved in last 7 daysZendesk
- ActionCluster tickets by recurring themeOpenAI
- LogicKeep clusters above frequency threshold
- ActionDraft one article per clusterOpenAI
- OutputAppend drafts to Coda candidates tableCoda
What it does
Every week it reads the tickets your team actually closed, finds the questions that keep coming back, and turns each recurring theme into a ready-to-edit help-center article draft. Instead of guessing what to document, you get a prioritized list of articles backed by real ticket volume.
When to use it
Run this when your support queue keeps answering the same questions and your knowledge base can't keep up. Ideal for teams who want a steady pipeline of article candidates without manually reading hundreds of tickets.
How it works
- 1A weekly schedule fires the workflow.
- 2It fetches all Zendesk tickets solved in the last 7 days, including subject, description, and the agent's public reply.
- 3OpenAI clusters the tickets by underlying question and discards one-off issues below a frequency threshold.
- 4For each cluster above the threshold, OpenAI drafts a help-center article: title, problem statement, step-by-step answer, and the count of tickets it would deflect.
- 5Each draft is appended as a new row in a Coda "Article Candidates" table, sorted by deflection potential, ready for an editor to approve.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect CodaDocs, packs, automations.
- 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.
More Customer Support workflows
Close the loop with requesters when a Linear bug moves to Done
When a Linear issue created from a support escalation moves to Done after deploy, look up the originating Zendesk tickets and notify each requester that their reported bug is…
Reopen and notify Front conversations when their bug fix deploys
When a deploy resolves a Sentry issue, find the snoozed or closed Front conversations linked to it, reopen them, and send the customer a reply that the fix is now live.
Suggest the right Loom video by classifying Intercom message intent
Reads each new inbound Intercom conversation, classifies what the customer is trying to do, and surfaces the best-matching Loom walkthrough to the agent as an internal note.
Draft personalized fix-live replies for support to review
When a Sentry issue resolves, an agent reads each linked ticket's full thread and drafts a tailored 'your fix is live' reply per requester.
Send a tailored Loom onboarding sequence on Front first-reply
When a new customer's first email lands in Front, this picks the Loom onboarding walkthroughs matching their plan and use case, builds a friendly sequenced reply.
Article Volume-Rebound Early Warning (Datadog)
Streams support ticket-tag events into Datadog, watches for topics whose volume is reaccelerating against a decaying article.
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.