CUSTOMER SUPPORT
Monthly KB Decay Scorecard to Airtable + Email
Monthly, scores every help-center article on deflection trend, age, and traffic, ranks the decaying ones into an Airtable scorecard.
How it runs
The automated pipeline, trigger to output.
- TriggerMonthly schedule fires
- ActionPull articles + deflection stats from ZendeskZendesk
- LogicCompute composite decay score
- LogicRank and tag top refresh candidates
- ActionUpsert scorecard rows to AirtableAirtable
- OutputEmail leadership digestGmail
What it does
Produces a monthly health scorecard for the entire knowledge base. Each article gets a composite decay score from its deflection trend, content age, and traffic weight, so the worst-decaying high-traffic pages rise to the top. The result is a sortable Airtable view plus a leadership-ready summary, turning scattered decay signals into one prioritized refresh plan.
When to use it
Use it for periodic content governance — when leadership wants a recurring, defensible view of which articles to fund for refresh, rather than ad-hoc firefighting.
How it works
- 1A monthly schedule starts the scorecard run.
- 2Pull all published articles with views and deflection stats from Zendesk.
- 3Compute a composite decay score weighting deflection slope, last-updated age, and traffic.
- 4A logic step ranks articles and tags the top decaying candidates.
- 5Upsert every article's score and rank into an Airtable scorecard base.
- 6Email a digest of the top refresh candidates and overall KB health to support leadership.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect AirtableBases, tables, views, automations.
- 3Connect GmailRead, draft, send, label.
- 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
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.
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.
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.
Tell Intercom users their reported bug shipped after a Vercel deploy
On a successful Vercel production deployment, match the release's resolved Sentry issues to Intercom conversations and message each affected user that their reported issue is…
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.