CUSTOMER SUPPORT
Monthly digest of top unanswered forum themes with KB recommendations
Aggregates a month of unanswered Discord and Zendesk questions into a single ranked report of documentation gaps, with recommended new articles.
How it runs
The automated pipeline, trigger to output.
- TriggerMonthly schedule fires
- ActionPull unanswered Discord questionsDiscord
- ActionPull unresolved Zendesk ticketsZendesk
- ActionMerge and cluster into themesOpenAI
- LogicRank themes and assign priority tiers
- ActionDraft article outlines and impact estimatesOpenAI
- OutputEmail digest to support leadershipGmail
What it does
It rolls a month of unanswered questions from both your community forum and your ticket queue into one prioritized list of documentation gaps, so leadership can decide where to invest writing effort.
When to use it
Use it for monthly planning when you want a strategic view of where your knowledge base is weakest across channels, not a per-question alert.
How it works
- 1A monthly schedule starts the run.
- 2It pulls the month's unanswered Discord questions and unresolved-at-first-touch Zendesk tickets.
- 3An LLM merges both sources, clusters them into themes, and counts how many distinct users each theme affected.
- 4A logic step ranks themes by combined volume and assigns each a priority tier.
- 5An LLM writes a recommended article outline for each top theme and estimates the deflection impact.
- 6The flow assembles a formatted digest and emails it to the support leadership distribution list via Gmail.
Set it up
What you configure once, before turning it on.
- 1Connect DiscordCommunity channels + voice + bots.
- 2Connect ZendeskTickets, queues, knowledge base.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect GmailRead, draft, send, label.
- 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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Run this workflow in your colony.
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