CUSTOMER SUPPORT
KB-Change Deflection Candidate Scanner
When a Confluence KB article is published or updated, scans recently closed Zendesk tickets to find ones the new content would now auto-answer.
How it runs
The automated pipeline, trigger to output.
- TriggerConfluence KB article published or updatedConfluence
- ActionFetch recently closed Zendesk tickets (last 30 days)Zendesk
- ActionScore each ticket: would the new article answer it?OpenAI
- LogicKeep only matches above confidence threshold
- OutputPost ranked deflection-candidate list to SlackSlack
What it does
When your team ships or edits a help article, this workflow looks backward at recently resolved support tickets and surfaces the ones that the new knowledge would have deflected to self-serve. It hands support leads a ranked list of "these questions are now answered in the docs" so they can update macros, triage flows, and the help center.
When to use it
Run it whenever a knowledge base gets a meaningful update and you want to prove (and act on) the deflection impact instead of guessing. Ideal for support ops measuring docs ROI and tightening their self-serve funnel.
How it works
- 1A Confluence page-published or page-updated event fires the trigger.
- 2The flow pulls the changed article's title and body as the new knowledge.
- 3It fetches Zendesk tickets closed in the last 30 days.
- 4An LLM scores each ticket on whether the updated article would now fully answer it, returning a confidence and the matching section.
- 5A logic step keeps only high-confidence matches above the threshold.
- 6A ranked candidate list with ticket links and matched anchors is posted to the support Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect ConfluenceSpaces, pages, blueprints.
- 2Connect ZendeskTickets, queues, knowledge base.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect SlackChannels, DMs, threads, mentions.
- 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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