CUSTOMER SUPPORT
Autonomous KB Gap Closer: Monthly Mine, Draft, and SME-Gated Publish
A monthly agent reviews unresolved-by-KB Zendesk tickets, decides which gaps are worth documenting, writes the articles, opens an SME approval task.
How it runs
The automated pipeline, trigger to output.
- TriggerMonthly schedule starts the agent
- ActionPull tickets closed with no KB match from ZendeskZendesk
- LogicAgent prioritizes high-impact gaps and drafts articles
- ActionOpen SME approval task in Asana with draftAsana
- LogicRead approval decision and branch
- ActionPublish approved article to live ConfluenceConfluence
- OutputPost monthly coverage summary to SlackSlack
What it does
This is the end-to-end version: an agent owns the full KB-coverage loop. It judges which recurring gaps deserve an article, writes them, and manages the human approval gate before anything goes live, so your help center grows without a content manager driving each step.
When to use it
Use it when KB maintenance is nobody's full-time job but coverage still has to improve every month. The agent handles prioritization and follow-up; humans only make the publish decision.
How it works
- 1A monthly schedule kicks off the agent run.
- 2The agent queries Zendesk for the month's tickets that closed without resolving against any KB article.
- 3It reasons over the set to pick the highest-volume, highest-impact gaps and writes a full draft for each.
- 4It opens an approval task in Asana assigned to the relevant SME with the draft attached.
- 5It waits for and reads the approval decision.
- 6On approval it publishes the article to the live Confluence space; on rejection it logs the SME feedback for the next run.
- 7It posts a monthly coverage summary to Slack.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect AsanaTasks, projects, milestones — everywhere.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 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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