CUSTOMER SUPPORT
Auto-Reroute Open Tickets to Self-Serve on New Doc
When a new readme.com article goes live, finds open Zendesk tickets it now answers and auto-replies with the article plus a self-serve tag.
How it runs
The automated pipeline, trigger to output.
- TriggerReadMe article published webhookReadMe
- ActionRetrieve open Zendesk tickets in queueZendesk
- ActionClassify tickets: full / partial / unrelatedOpenAI
- LogicBranch full-answer vs partial vs unrelated
- ActionAuto-reply with doc link and tag as self-serveZendesk
- OutputEscalate partial matches to agent in SlackSlack
What it does
The moment a new public help article publishes, this workflow checks your open ticket queue, identifies tickets the article now fully answers, and sends those customers a templated reply linking the doc while tagging the ticket for self-serve deflection. Ambiguous matches are routed to a human instead of auto-closed.
When to use it
Reach for it when you publish a doc specifically to handle a spike of repeat questions and want the backlog cleared automatically rather than ticket-by-ticket. Best for high-volume queues with a tolerance for templated first responses.
How it works
- 1A readme.com article-published webhook triggers the run.
- 2The flow retrieves open Zendesk tickets in the relevant queue.
- 3An LLM classifies each ticket as full-answer, partial, or unrelated to the new doc.
- 4A logic branch splits full-answer tickets from partials and unrelated ones.
- 5Full-answer tickets get an automated Zendesk reply with the doc link and a self-serve tag.
- 6Partial matches are escalated to an agent via a Slack notification for a human decision.
Set it up
What you configure once, before turning it on.
- 1Connect ReadMeAPI docs, changelog, auth.
- 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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