CUSTOMER SUPPORT
Draft a Help Article When a Question Spikes
Watches incoming Zendesk tickets for a sudden spike in a single topic with no existing article.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- LogicDetect topic spike with no article
- ActionGather related ticket threadsZendesk
- ActionDraft help article (OpenAI)OpenAI
- ActionCreate draft page in ConfluenceConfluence
- OutputNotify docs team in SlackSlack
What it does
When the same question suddenly floods your queue — a new bug, a confusing release, a policy change — this workflow detects the spike, confirms no help article already covers it, and drafts a full article from the actual ticket conversations. The draft lands in Confluence tagged for editorial review, so a writer publishes instead of starting from a blank page.
When to use it
Use it during launches or incidents when ticket volume on one topic jumps and you want documentation to catch up in hours, not weeks.
How it works
- 1A new-ticket event from Zendesk triggers the run.
- 2A logic step checks whether the ticket's topic has exceeded a spike threshold over a rolling window and isn't covered by an existing article.
- 3The matching ticket threads are gathered from Zendesk.
- 4An OpenAI step writes a structured help article — problem, cause, resolution steps — grounded in those threads.
- 5Create the draft as a review-tagged page in Confluence.
- 6Notify the docs channel in Slack with a link to the draft.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 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 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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