CUSTOMER SUPPORT
Prioritize KB Gaps by Low-CSAT Tickets
Mines tickets that received a negative satisfaction rating and had no article to point.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule
- ActionFetch low-CSAT ticketsZendesk
- LogicKeep tickets with no article
- ActionGroup and score by pain (OpenAI)OpenAI
- ActionCreate ranked Linear backlogLinear
- OutputPost top gaps summary to SlackSlack
What it does
Not all documentation gaps hurt equally. This workflow focuses on tickets where the customer left a bad CSAT rating and the agent had no article to share — the gaps that actively damage your support experience. It groups those tickets into topics and builds a backlog ordered by frustration, not just volume.
When to use it
Use it when leadership asks where to invest documentation effort for the biggest CSAT lift, or when you want the writing queue driven by customer pain rather than raw ticket counts.
How it works
- 1A weekly schedule triggers the run.
- 2Fetch Zendesk tickets from the past week that carry a negative satisfaction rating.
- 3A logic step keeps only those with no help article attached during resolution.
- 4An OpenAI step groups them into gap topics and scores each by CSAT impact.
- 5Create a ranked set of Linear issues, highest-pain topic first, each with sample tickets.
- 6Post a summary of the top gaps to Slack.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LinearIssues, projects, cycles, triage.
- 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.
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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