CUSTOMER SUPPORT
Reverse Deflection: Flag Tickets No KB Answers
When a Zendesk ticket is solved, checks whether any Confluence article could have deflected it; if not, files a Linear doc-gap task so the missing self-serve content gets written.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket solvedZendesk
- ActionSearch Confluence for related articlesConfluence
- ActionJudge if any doc enables self-serveOpenAI
- LogicContinue only when no adequate doc exists
- ActionDraft proposed article title and outlineOpenAI
- OutputFile Linear doc-gap task and notify SlackLinear
What it does
This is the inverse of a deflection scan: instead of finding tickets a new doc covers, it catches resolved tickets that no existing doc could have deflected. Those are your documentation gaps. For each gap it opens a Linear task describing the missing article, turning real support pain into a docs backlog.
When to use it
Use it to continuously grow your knowledge base from actual ticket demand. Ideal for teams that want their self-serve content prioritized by what customers really ask, not guesswork.
How it works
- 1A Zendesk ticket-solved event triggers the run.
- 2The flow searches Confluence for articles related to the ticket subject and body.
- 3An LLM judges whether any returned article would have let the customer self-serve.
- 4A logic gate continues only when no adequate doc exists.
- 5For confirmed gaps it drafts a proposed article title, scope, and outline.
- 6The draft is filed as a Linear doc-gap task and announced in Slack.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect LinearIssues, projects, cycles, triage.
- 5Connect SlackChannels, DMs, threads, mentions.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Customer Support workflows
Flag Live Intercom Chats With No Help Article and Alert Slack
When an Intercom conversation closes, checks whether the customer's question is already covered by a help article.
Negative VIP CSAT to Owner Callback Scheduler
When a VIP submits a low Intercom CSAT rating, drafts a recovery note with an LLM and books a callback on the account owner's Google Calendar within their working hours.
CEO Agent: Mine Last Month's Tickets and Publish a Deflection Plan
Monthly, an agent investigates the top recurring Zendesk ticket themes, drafts and publishes the highest-confidence help articles to ReadMe.
Mine a Discord Support Channel for Recurring Questions to Document
On a daily schedule, scans a Discord support channel for questions the community keeps asking, deduplicates against existing ReadMe docs.
Daily VIP Sentiment Digest for Account Owners
Each morning, pulls the prior day's Intercom conversations for VIP accounts, summarizes the overall mood per account with an LLM.
VIP Reply Sentiment Watcher with Account-Owner Escalation
Scores every inbound Intercom reply from a VIP customer for frustration and, when it crosses the anger threshold, pings the account owner in Slack with the conversation link…
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.
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