CUSTOMER SUPPORT
Log tickets a self-serve doc would have deflected
When a ticket is solved, checks whether an existing help article already answered it and logs a deflection-missed record to Postgres so you can see which docs to surface earlier.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket marked solvedZendesk
- ActionSummarize the real problem (OpenAI)OpenAI
- ActionSearch Confluence for a matching articleConfluence
- LogicDecide if a doc would have deflected it
- OutputInsert deflection-missed row in PostgresPostgres
What it does
When an agent solves a Zendesk ticket, this workflow asks whether the customer's question was already answered by an existing Confluence article. If yes, it records a structured "deflection would have worked" row in Postgres: the topic, the article that matched, and how confident the match was. Over time this builds a dataset of avoidable tickets you can act on.
When to use it
Use this to quantify your self-serve gap. It is not about answering tickets faster — it is about proving which existing docs should have been found by the customer, so you can fix search, placement, or in-product help.
How it works
- 1A solved Zendesk ticket fires the trigger.
- 2OpenAI summarizes the actual problem the customer had.
- 3The flow searches Confluence for an article that covers that problem.
- 4A logic step decides whether a strong-enough article existed at ticket time.
- 5If it did, the workflow inserts a deflection-missed record into Postgres with topic, matched article URL, and confidence; otherwise it records a no-doc gap.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 4Connect PostgresAny Postgres URL — query, write, migrate.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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