CUSTOMER SUPPORT
Find Hand-Typed Zendesk Replies That Should Be Macros or Docs
Scans recent Zendesk replies that did not use a macro, clusters the repeated manual answers.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionFetch non-macro replies from ZendeskZendesk
- ActionCluster repeated manual answers with OpenAIOpenAI
- LogicKeep recurring clusters worth standardizing
- ActionDraft macro + doc outline per clusterOpenAI
- OutputCreate Confluence draft pagesConfluence
What it does
Surfaces the answers your agents keep typing by hand. It looks at recent public replies sent without a macro, clusters the ones that say roughly the same thing, and drafts a Confluence page for each cluster proposing a canned response plus a candidate help-center topic.
When to use it
Use this when agents are reinventing the same answer in free text and your macro library has fallen behind. It catches deflection candidates that tag-based reports miss, because it reads what agents actually wrote rather than how tickets were labeled.
How it works
- 1A weekly schedule fires the run.
- 2Pull recent solved tickets from Zendesk and filter to public replies sent without a macro.
- 3OpenAI clusters near-duplicate manual answers and writes a canonical version of each.
- 4A logic step keeps clusters that recurred enough to be worth standardizing.
- 5OpenAI drafts a Confluence page per cluster with a proposed macro, a public-doc outline, and example tickets.
- 6Create each draft page in the internal support Confluence space for review.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 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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