CUSTOMER SUPPORT
Nightly backfill: categorize and tag any untagged support tickets
Runs on a schedule to find Zendesk tickets that slipped through without a category tag, classifies each one, applies tags in bulk, and reports the run summary to Slack.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily schedule (overnight)
- ActionSearch Zendesk for untagged ticketsZendesk
- LogicLoop over each untagged ticket
- ActionClassify ticket category with OpenAIOpenAI
- ActionApply category tag in ZendeskZendesk
- OutputPost run summary to SlackSlack
What it does
This scheduled job sweeps for tickets that were created without a proper category tag (manual entries, email passthroughs, or items created while live triage was down) and backfills them. Each untagged ticket is classified and tagged, then a digest of how many tickets were processed and their category breakdown is posted to Slack.
When to use it
Use this as a safety net alongside real-time triage so no ticket stays uncategorized. It is also useful for the first cleanup pass when adopting a new tagging taxonomy across an existing backlog.
How it works
- 1A daily schedule triggers the workflow overnight.
- 2An action searches Zendesk for tickets missing a category tag within the lookback window.
- 3A logic step loops over each untagged ticket found.
- 4OpenAI classifies each ticket into a category.
- 5An action applies the category tag back to the ticket in Zendesk.
- 6The output posts a run summary with counts per category to 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.
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.